HAVE YOU TRAINED YOUR EMPLOYEES TO DO THEIR JOB? by Curtis Pearsall If you're the owner or manager of an agency, take a few minutes and reflect on the structure of your staff. Do you have staff...

If you're thinking about what will be happening on the business scene in the future, the first step is to clear your mind of several popular misconceptions. More than ever, it will be dangerous to harbor-let alone act upon-erroneous ideas which can lead a business down the wrong road.

PAYING FOR PERFORMANCE by Carol Hammes Half the agencies responding to our recent Agency Compensation Survey reported paying CSRs additional compensation to reward them for their ...

WHY ARE WE ALWAYS BEHIND? by Pegi Flahault The staff is always running behind, and you can't seem to find a solution. Before the solution can be determined, the cause must be identified. One po...

WHY PROCEDURES? by Grace Bauer I often hear, 'Why does our agency need procedures? We've been in business this long without them.' If you can answer 'yes' to any of the followin...