BACKLOG! ARE YOU KEEPING UP? by Grace Bauer Does your office have a serious backlog problem? If you answered 'no' to this question, think again! Most of the offices I talk to every...

CSR JOB TITLES by the IIABA Virtual Faculty For eons (it seems), the persons who directly serviced clients in the agency have been referred to as Customer Service Representatives (...

SUCCESS STORY MARKETING by E. Al Diamond Last week, I got a notice from my real estate broker announcing that she had just sold another house in my neighborhood. Then I realized that...