CLAIM PROCEDURAL GUIDELINES by Mary Beth Bolen Of all the things a customer service representative (CSR) does for clients, you and the agency are most directly affected by the clients' receptio...

E&O: A CASE STUDY by Jack Burke Jack Burke shares responses to a Flood and Business Interruption question from a reader. In regard to an article about an agency being sued ov...

STRATEGIC VS. TACTICAL COMPETITIVE INTELLIGENCE by Patricia Berry Any information about a competitor is i...