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...

FINDING NEW TALENT STARTS WITH SMART HIRING PRACTICES by Mark Shlien Although the recession has resulted in layoffs, many insurance agencies are still hiring. However, changing job requir...

HOW TO HIRE A PRODUCER by Peggy Mika Agency principals must define positions when they set out to hire new producers. Are producers expected to bring in new business, service or round existing accou...