24-7 SERVICE PAYS by Pegi Flahault A recent survey indicated that the vast majority of agents surveyed believed their customer base did not want 24/7 service, voice mail, e-mail or anyth...

FRONT-LINE EMPLOYEES: CRITICAL TO SUCCESS by Emily Huling CSRs can make or break your retention rate. In this document, Emily Huling discusses the proper methods for hiring, tra...

MARKETING: THE ART OF DIFFERENT by Jack Burke Creativity in marketing has become mundane. Today's marketing creativity seems to have devolv...

THE CREATIVITY FACTOR by Jack Burke Every so often, theres a breath of fresh air in a marketing or customer service technique. Every so often, someone somewhere does somethi...