AGENCY AUTOMATION: AN E&O RESOURCE by Ken Buehler Are you getting everything you should out of your agency automation system? This document by Ken Buehler examines some of the automation pit...

What Is Customer Service? Customer service in an insurance agency consists of four specific functions: Processing, professional advice, production, and positive communication.

ARE YOUR CSRS PROVIDING REAL CUSTOMER SERVICE? by Jack Fries Are your CSRs doing what you expect? How do your customers perceive the service that theyre receiving? Does the l...

MANAGING SMALL COMMERCIAL ACCOUNTS by Cindy Brady, CIC In many agencies, 'small' Commercial accounts get over-serviced while larger accounts are under-serviced because both are treated the same. S...