Kwality – Is it just Lip Service?

Most businesses like to say they deliver quality, but are they really set up to create quality. Accidents and mistakes will happen. However, we can create a system to minimize accidents and mistakes. It is also important to catch errors and correct them. Not only is the mistake corrected, but also it becomes a greatContinue reading “Kwality – Is it just Lip Service?”

Account Manager and CSR Roles and Performance

By Catherine Oak and Bill Schoeffler Account managers are the backbone of an agency. Account managers (AM) are also called customer service representatives (CSR) and are critical to the agency’s reputation. Many are the key to retention, and clients look to them to get their needs met. Producers are very dependent on them to not only service theContinue reading “Account Manager and CSR Roles and Performance”