CSRS: WHATS IN A NAME? by Jack Burke After considering this topic for years, Ive finally screwed up the courage to put it into words. The specific name that I&...

With e-mail we're limited to words. Another challenge is that we can never be certain that the person with whom we think we're corresponding is actually the person they say they are. Mike Manes shares a lesson he learned about poor customer service.

HOW TO HIRE A PRODUCER by Peggy Mika Agency principals must define positions when they set out to hire new producers. Are producers expected to bring in new business, service or round existing accou...

PAPER FILES: ARE THEY WORTH THE TROUBLE? A TRANSACTIONAL FILING COST-BENEFIT ANALYSIS What is transactional filing? Transactional filing is a method of filing paper documents b...

THE SYNERGY OF SUCCESS by Annie Knox In todays competitive environment, how can your agency harness the synergy of success? Annie Knox explains that the success or failure of an organizat...

Often, there's more risk in customer service when the answer to our concerns is yes. Can you...