An agency management system is the largest technology expensefor virtually any agency regardless of the particular vendor orplatform. When these systems are well managed, they help youragency maximize internal productivity and provide a better customerexperience.
Unfortunately, all too often these systems are not used to theirfull capacity.
It's true that agency management systems are complicated.Learning how to use all of the functionality provided takes timeand effort. I've had the opportunity to visit many agencies andspend time watching how customer service agents do their work. Iseldom meet people who don't want to improve what they do and howthey do it.
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