How to Build Camaraderie in a Call Center

Many companies utilize contact centers for customer service, technical support, and resolving concerns. The insurance industry is no different, with the majority of property and casualty claims being handled over the phone. Contact centers are organized to efficiently meet customer service objectives, with employees scheduled for business activities to meet those customer needs. A typical … Read more

Hope is Not a Strategy – Investing in Your New Producers

Millennials view loyalty differently, and many have a tendency to not stay in the same job as long as previous generations did. Surveys have found that we view 11 months as a “long-term job”. In an industry like insurance, which only 4% of millennials say they’re interested in, a host of issues are borne of … Read more

Argentina, Maine, and San Diego… embracing a flexible work anywhere team. One Gen X agent’s take on remote work

As a forty-something Gen X guy, I stand in the middle of the more traditional mindset about what a working environment should be and the up-and-coming generation who have a very non-traditional view of how, when, and where to work. Our team has been operating in a remote capacity full-time now for four years. It … Read more

Behavioral Psychology & Employee Performance

A version of this article originally published in Carly’s monthly column on Best’s Review. We are all well aware of the challenges of recruiting and retaining Millennial talent in the insurance industry.  One of the specific challenges that we have is likely related to the changes that have happened in our entry level roles. Over … Read more

We Need To Talk About Our Call Centers

This article originally published at Tony started his career in insurance at the same place where most of our Millennials are starting theirs, in the call center. In his case, it was a Farm Bureau claims call center in their beautiful suburban campus in West Des Moines, Iowa. He didn’t know it at the … Read more