Contact Center Performance Forum (CCPF)

Leadership (21)

Discussions Replies Latest Activity
Kathryn Jackson

How do you get Sales and Operations to “play nice?”

In the B2B world, the eternal opposition between Sales/Marketing and Operations is fraught with old adages and stereotypes. Sales says, “...

Started by Kathryn Jackson

4 Oct 7
Reply by Bill Haeffner
Richard Natoli

Mastermind Networking Group?

I am interested in developing a Customer Contact/ Customer Experience mastermind group. My goal is to organize a group of professionals t...

Started by Richard Natoli

6 Aug 25
Reply by Kathryn Jackson
Kim Brandt

Justifying Your Attendance

Cost cuts are heard everywhere and travel budgets have been slashed. So how can you possibly make a case for attending the ATA Convention...

Started by Kim Brandt

0 Jul 27
Kathryn Jackson

Wharton Article on Leadership, Motivation and Storytelling

Take the time to read this short article from Wharton. It is well worth it. Following is an excerpt. "Guber said he has learned that to ...

Started by Kathryn Jackson

0 Jun 25
Kathryn Jackson

Four Ways Leaders Can Stay on Top of the Issues

Great message reminding us to get out from behind our desks. One of my favorite quotes from this blog is: ""A desk is a dangerous place ...

Started by Kathryn Jackson

0 May 20
Kathryn Jackson

The Rise of the Chief Performance Officer

I think the ideas presented here are valid but I wonder if they will have traction in organizations that are already struggling? Does thi...

Started by Kathryn Jackson

0 May 20
Kathryn Jackson

12 Workplace Phrases You Probably Don’t Know…But Should

I hear these all the time. It's nice to have someone level set on the definition. Do members have any we should add to this list? "Boil ...

Started by Kathryn Jackson

0 May 20
Kathryn Jackson

The Next Big Idea in Management: The 3 x 5 Card

This is a terrifically simple idea from HBR (Harvard Business Review). It encourages us to listen more attentively and stay innovative. ...

Started by Kathryn Jackson

0 May 11
Kathryn Jackson

The Real Secret of Thoroughly Excellent Companies

Great examples and stories in this fun read about the importance of our people in creating an excellent company. Read the entire Harvard...

Started by Kathryn Jackson

0 Apr 20
Kathryn Jackson

The Halo Effect: How managers let themselves be deceived

I appreciate this author's (Phil Rosenzweig) approach to business research. According to this book review, he eloquently illuminates our ...

Started by Kathryn Jackson

2 Apr 17
Reply by Paul Roemer

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