COACHING WINNERS by Brenda French 'Remember, the purpose of effective coaching is to catch your employees doing something right!' Two of the most-common reasons for small-busines...

NEW WAYS TO DISTRIBUTE WORK LOADS A customer's name shouldn't matter when they're calling for assistance! Most CSRs have an assigned section of the alphabet for which they are responsib...

Imagine a forest ranger complaining of a forest having too many trees. Absurd, isn't it? And yet how often in your own job have you thought about how great work would be if you only didn't have to deal with customers? This business - and our jobs - depend on customers. They are not an annoyance; they are our employers!

ETHICS CODE SAMPLE CODE OF ETHICS [Company Name] will conduct its business honestly and ethically where ever we operate in the world. [Company Name] will constantly improve the quality of its se...

SURVEYS SUBSTANTIATE THEORY: RETENTION EQUALS GROWTH When striving to make an agency grow, most agency managers focus on increasing new business. But it's just as important to address improv...