Jenny Brower, marketing manager, Harbor/Brenn Agencies, Petosky, Michigan, wrote to us recently: 'I like everything I'm doing, but it's overwhelming-HELP!' With Jenny's permission...

CAREER DEVELOPMENT - AGENCY TRAINING AND DEVELOPMENT 'What career development guidelines would you suggest for a young person entering the industry, and what steps would you recommend to an ag...

FRONT-LINE EMPLOYEES: CRITICAL TO SUCCESS by Emily Huling CSRs can make or break your retention rate. In this document, Emily Huling discusses the proper methods for hiring, tra...

HIGHER EXPECTATIONS EQUAL GREATER PROFIT MARGINS by Carol Hammes Greater profit margins and elevated agency values are the direct result of higher levels of productivity attained by...

'THE CONVERSATION': DOING IT RIGHT by Don Phin Should you let problem employees go - or grow? I cant tell you how many times clients have posed this scen...

TRAINING TIPS by Karen Flaherty How to meet the challenges and opportunities of training a new employee. During your career as a CSR, youll be asked (probab...

A variety of laws govern extended employee absences. Many states have equivalent legislation. These federal and state laws share a common theme: The worker’s needs come first. In this document, Don Phin advises you to maintain compliance, and to go beyond the letter of the law to retain loyal workers.