AGENCY TELEPHONE PROCEDURES: TELEPHONE MESSAGES by Karen Flaherty Telephone Messages Conveying messages has always played an important role in telephone work. Hundreds of pieces of...

COMMUNICATING INSURANCE JARGON Good communication skills are necessary to satisfy clients' needs-and that is the most important part of a CSR's job. A common barrier to good communication, an...

HOW TO MAKE VOICE MAIL USER FRIENDLY by George Nordhaus Scenario #1: The fourth menu selection says press #4 for service, another recorded voice advises 'hold for the next available operator,...

RECORD-KEEPING REQUIREMENTS by Bill Grieb The Occupational Safety and Health (OSH) Act of 1970 requires specified employers to prepare and maintain records of occupational injuries and illnesses. T...