FOLLOW THE LEADER - LEAD THE FOLLOWER! by Mike Manes 'The first role of the leader is to define reality.' - Max DePree, businessman 'The one absolute for leadership is foll...

LEARNING PLANS FOR CSRs by Mary Beth Bolen Customer service is a dynamic, changing field. A stick-in-the-mud agency that clings to outdated practices often stays right where it started - in the ...

NOW THAT I'VE GOT THEM, HOW DO I KEEP THEM? by Don Phin Employee retention is an issue that affects every company. A host of factors have played a role in retention in recent years: hist...

UNLEASHING THE POWER OF CUSTOMER CARE by JoAnna Brandi Do we know who our customers really are? Do we know why they really buy from us? Do we know what their needs and desires are? Do...

WHY GOOD EMPLOYEES LEAVE: COMMONSENSE WAYS TO BUILD EMPLOYEE LOYALTY by Emily Huling A good worker can be hard to find and once you find them, even harder to retain. Emily Hul...