In This Issue:

Resource cover story:
Salute to Learners

Technology Solutions for Insurers

New research briefs

Education and Training news

Events

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Featured in this month's Resource magazine:

Salute to Learners

This issue of Resource is a salute to learning achievers, focusing on the accomplishments of students in LOMA's widely respected educational programs. Each year, thousands of insurance industry professionals from more than 70 countries enroll in LOMA's courses, in nine different languages. To recognize the hard work, dedication and accomplishments of these students, we are publishing a list of those achieving the FLMI or FFSI in the Class of 2012. The FLMI and FFSI designations are known as the hallmarks of professionalism in the insurance industry. LOMA congratulates these students on their achievements!

Read full article | Members: download the November issue

Technology Profile Section

This issue of Resource contains a special section on how technology can help insurers. Covered are new policy admin systems, e-applications, agency systems, and more.

Read full article | Members: download the November issue

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Research Briefs

Member login is required to download briefs, which are available in the Research and Knowledge Database on LOMA's Web Site. To see all available briefs, visit the Information Center and log in.

New research briefs
from LOMA's Information Center:

Going with the (New Business) Flow

Make certain that every case receives a thorough and consistent risk evaluation – but do this quickly. Conduct a competent risk assessment that ensures the company's financial soundness, but accept as many qualified applicants as possible. Such are the expectations in the underwriting department. Because of the underwriting function's critical contribution to an insurer's sales, profitability, and risk management, the efficiency and effectiveness of its workflow design is an important consideration. For example, how do underwriters receive their assignments? Do case managers facilitate this distribution? Learn more in "Underwriting Workflow: When and How Are Cases Moved to Underwriters?"

Members: Download "Underwriting Workflow: When and How Are Cases Moved to Underwriters?"

When CSRs Need a Vacation

Managing paid time off (PTO) for employees can be an administratively complex – and somewhat sensitive – endeavor regardless of the workforce population. In the contact center, tight scheduling and demanding coverage needs place even more pressure on managers to have a system or protocol in place for determining how and to whom PTO will be granted. For example, does employee seniority influence PTO requests? What about customer service representatives' (CSR) performance? Find out in "Managing Paid Time Off in the Contact Center."

Members: Download "Managing Paid Time Off in the Contact Center"

This Call Is Being Monitored for Quality…

A recent poll conducted by a LOMA industry committee indicates that call-quality evaluations are among the most frequently used methods for evaluating the performance of customer service representatives (CSRs). In most cases, these audits take the form of checklists or scorecards that rate CSRs' achievement of a predetermined set of standards or skills. Review actual call-quality scorecards used by insurers in "Making the Call: Quality Evaluations Used for Telephone Interactions."

Members: Download "Making the Call: Quality Evaluations Used for Telephone Interactions"

Measuring Service

What gets measured gets managed. No unit seems to embrace this adage more fully than the contact center, where just about everything seems to be counted and monitored. But not everything is counted and monitored in the same way. This is apparent in the results of some informal LOMA committee polls, which sought to collect data on the call-center service standards and goals used by peer organizations. Review these findings in "Service Metrics Used in Insurance Call Centers."

Members: Download "Service Metrics Used in Insurance Call Centers"

Are They Engaged?

It seems intuitive that satisfied, dedicated workers who give their best to the organization are likely to impact the bottom line. And research over the years has tended to support a positive correlation between this kind of employee engagement and customer satisfaction. To leverage this connection, some insurers have focused on sustaining and improving the engagement levels in their contact centers. Sample initiatives are highlighted in the research brief "Employee Engagement in the Service Center and Beyond."

Members: Download "Employee Engagement in the Service Center and Beyond"

More...

For research requests on these and other industry topics, contact LOMA's Information Center at infoctr@loma.org.

Quick Queries

LOMA's 50 committees often conduct informal surveys to obtain insight on various industry practices and procedures. LOMA members can access these surveys on LOMA's website, in the Research and Knowledgebase section, at Quick Queries.

Recent Surveys:

Retirement Enrollment – Paper or Electronic

Agent and Home Office Communication

2013 Plans for Merit Increase / Separate Promotions Budgets

Policy Packaging Practices

Job Posting Practices

Sustainability Initiatives

CSR Tenure at Entry Level

Policy Mailing Practices

Processing Subsequent Payments

CSRs Working from Home

You may be closer to a designation than you think!
Check your student record — log in to LOMANET.
For assistance, contact your company's Ed Rep or e-mail education@loma.org.

Education & Training Updates

Education Representatives and other champions of professional development: Whether you're helping students choose courses, getting new employees oriented, or holding an Ed Fair, we have what you need to provide information and encouragement.

For brochures, flyers, and other materials, please click here.

See more!

Upcoming LOMA Events

Events

Get Up to Speed Quickly

Has your role changed or expanded in recent months? Is someone on your team new to the industry or in a new role? Make sure you and your coworkers are up to speed!

With LOMA's Insurance Immersion program you learn about the insurance industry as quickly and efficiently as possible. It's an intensive, interactive learning experience that accelerates the delivery of industry-specific knowledge.

Plan now for one of these sessions, either in-person or virtual:

In-Person Insurance Immersion
March 6–8, 2013
Join us in Atlanta, Georgia

Virtual Insurance Immersion
April 22–25, 2013
Connect from wherever you are

Let us know, and we'll save a spot for you!

Visit us online

Also: find out about Insurance Immersion for your company

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