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...

AVOID THE EMPATHY TRAP by Chris Burand The ability to empathize is admirable. It requires listening, understanding, ...

I have always been a believer that the best salespeople we have working for us are our clerical staff. The biggest problem seems to be our lack of proper motivational tools to excite them into selling. I have attempted to change their method of thinking, and although our program is in its infancy, it appears to be a step in the right direction.

ESTABLISHING AGENCY VALUE by Chris Burand Why nine out of ten agency acquisitions end up losing money. If youre considering buying, merg...

MAILING LIST MANAGEMENT by Monica Woldring The uses of mailing lists are many and varied. Some of the most common uses in the insurance industry include sending letters to clients, newsle...