HOW TO EVALUATE AND PAY CSRs By Bill Schoeffler and Catherine Oak The value of a great customer service representative (CSR) can't be underestimated-just ask any agency owner ...

NOW THAT I'VE GOT THEM, HOW DO I KEEP THEM? by Don Phin Employee retention is an issue that affects every company. A host of factors have played a role in retention in recent years: hist...