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...

PROTECTING YOUR AGENCY'S MOST VALUABLE ASSET by Diane Herbert and Pamela Millard As an insurance agency, your focus is on developing new business and retaining customers. You need to do bo...

THE COST OF THE COMPETITIVE ADVANTAGE by Diane Herbert and Pamela Millard 'Hiring, retaining, and developing great people is the biggest challenge and single greatest key to the su...