What Is Customer Service? Customer service in an insurance agency consists of four specific functions: Processing, professional advice, production, and positive communication.

ARE YOUR CSRS PROVIDING REAL CUSTOMER SERVICE? by Jack Fries Are your CSRs doing what you expect? How do your customers perceive the service that theyre receiving? Does the l...

CHANGING ENVIRONMENT MAKES HIGH VALUED AGENCIES EASIER TO RECOGNIZE by Robert Smith Stories are starting to circulate around agency/brokerage meetings, 'Did you hear what the ABC or XYZ Age...

In addition to working in the business, more and more agency principals and managers are working on the business by focusing on technology and workflow improvements. The latest Future One agency survey confirms this trend ― 72% of the agents surveyed responded that core management issues for them are to make their internal operations more efficient and to use technology to conduct business with carriers more efficiently. Jeff Yates shows you how to improve agency workflows with technology.

SECURING A COMPANY APPOINTMENT: PART II by Jack Fries This two-part article focuses on how to get the companies and markets your agency needs. THE PROPOSAL Most compa...

TRACKING STAFF PERFORMANCE Insurance agents have always benefited by tracking performance. Tracking the number of leads generated in a month, sales calls made in a week, and new policies written in a...