AGENCY TELEPHONE PROCEDURES: TELEPHONE EXCELLENCE by Karen Flaherty If you ask a group of customer service representatives to talk about problems they encounter on the job, the agency tel...

TELEMARKETING CAN BUILD BUSINESS by Randall Marc and Adam Seid Before beginning a telemarketing campaign, some internal research needs to be done. Everyone would like to believe th...

TRANSACTIONAL FILING The use of transactional filing is not mandatory to the use of these procedures, but will provide efficiencies not found in the manual environment. When a procedure stipulates a ...