It takes more than a job title and a loud voice to get an agency team to function properly. This applies to owners, managers, and supervisors alike, says Jack Fries.

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 (...

EVALUATIONS AND COMPENSATION by Al Diamond When you mention employee evaluations in most insurance agencies, the owners begin to fidget, admitting that they do them spora...

GET CUSTOMERS TO TOOT YOUR HORN AND BUILD YOUR BOTTOM LINE by Jack Fries Client testimonials offer a highly effective tool for building your sales and earnings. Marketing ex...

WHAT DO CLIENTS NEED? THAT DEPENDS ON THE CLIENT by Mary Beth Bolen Your job title is customer service representative (or customer service agent) -- but just what does that mean? What is the ex...