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...

HOW TO HIRE A GOOD PRODUCER by Brandie Hinen As Brandie Hinen illustrates in this document, hiring good people can be easy if you know what to look and listen for. ...

THREE TIPS FOR SETTING GOALS by Bill Cates As you set goals, consider these three guidelines. (Although most people dont think of the third one, its just as important as the...

WORKING TOWARD THE PERFECT LIFE OPERATION If you could design the perfect program for Life production in a P/C agency, what qualities would it have? See if this matches yours: 1) PROFIT-lots of it; ...