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Kathryn Jackson
- Ocean City, NJ
- United States
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- Blog Posts
- Discussions (572)
- Events (1)
- Groups (12)
- Videos (3)
Kathryn Jackson's Groups
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Mastermind Networking
28 members
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ATA "What's Hot"
6 members
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Customer Contact Awards
6 members
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Customer Contact Outso...
31 members
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Customer Contact Bench...
11 members
Kathryn Jackson's Discussions
What's Keeping You From a Customer Experience that "Rocks"? Watch a short flash presentation with a few of the hurdles we all experience!
3 Replies
Started this discussion. Last reply by Brad Totten 11 hours ago.
Are You Shadowboxing with Data? Are you measuring "good numbers" rather than "good performance"?
1 Reply
Started this discussion. Last reply by Bill Haeffner Nov 13.
Free Ebook on Behavioral Analytics
Started Nov 4
Acoustic shock recognised as call centre hazard
2 Replies
Started this discussion. Last reply by Richard Kenny Nov 4.
The Service Recovery Paradox: Dispelling the Myth
Started Oct 28
Kathryn Jackson's Events
Kathryn's Blog
What's Wrong With This Promotion (or is it me)?
I get an email a few days ago that tells me about some new metric research. The email says, "If you are looking to boost your contact center performance, this guide will quickly get you up to speed. Would you...Manager Integrity Linked to Profitability
According to a study conducted by Simons, Walsh, & Sturman (2001) "employee perception of their managers' integrity - both keeping promises and demonstrating espoused values-were strongly linked to hotel profitability." In this study approximately 7500 employees at 84 hotels completed...Ensuring Data Quality in the Contact Center
When was the last time you opened up a customer record to handle an inquiry only to find the comment field populated with abbreviations and codes that made the documentation unintelligible? Or, as you are quality checking the data side...Ideas to Boost Employee Morale
What happens when we aren’t diligent about ethical behavior? I don’t mean only the great lapses in judgment. I’m also talking about the “little nods” that happen on a daily basis because we are too busy to address them. Did...Driving Consistent Contact Center Decisions
How many times have we heard it? One day a contact center manager is asked to make a decision that seems counter to the request asked yesterday. “We need to cut personnel costs…but, let’s not forget to keep our service...Kathryn Jackson's Page
Latest Activity
Thanks Kate, this was AWESOME. You always come across those pearls just when we need them.
Terrific. Glad you can use it! Also, don't know if you have watched the short "Lightbulb" videos I also attached to the site. I have also gotten feedback that people are successfully using those in management training session (How to make a PBJ, L...
This is GREAT!!!!!!! Thank you - it will fit right into the coaching management sessions I have been delivering to our Mgmt team. Its GREAT!!!!!!
I made this little presentation for a session I was giving entitled: 1001 Ways to Optimize You Customers' Experience.
I thought I would share it with all of you - just for fun.
Music credit: "We Will Rock You" by Queen
If you are looking for an outsourcing partner then you will want to look here first! If you provide outsourcing services to the customer contact industry then you will want to post here.
Members looking for a certification - employee or center will be able to look here to find a resource that fits. Certifying agencies can post their info here.
This is the group where we, as members of a community, extend a hand to help. If you have something to donate or offer at a discount, post it here. If you know of an opportunity, post it here. If you have a creative "helping hand" idea please share!
The Speaker's Bureau is a reservoir of talent for our members' next keynote or workshop event. Speakers promote your expertise and experience using the data form.
Profile Information
- Company Name:
- ResponseLearning Corporation
- Industry:
- Contact Center Education/eLearning
- Are you a member of the ATA (American Teleservices Association)?
- No
- Job Title or Area of Expertise:
- Associate
- Total Number of Contact Center Agents (FTEs):
- 0
- Do you have a LinkedIn or other networking site profile you would like to link to?
- http://www.linkedin.com/in/kathrynjackson, Twitter @KathrynJackson
- I am available to help other members by answering questions in the following areas:
- performance management, workforce optimization, performance assessment, reward and recognition, quality monitoring, metrics, benchmarking, strategy, training, e-learning, or any "where can I find..." (I like to research :-)
This is my Lab mix named Wally. He was a rescue dog but has been with us now for 5 years. He was named after William Wallace because of his bravery (I have Scottish heritage). As you can see, he is very talented.
Kathryn Jackson's Videos
Comment Wall (27 comments)
- At 1:15pm on October 28, 2009, Pauline Mills gave Kathryn Jackson a gift…
Thank you Kay...for being here, for the site, for the vast amount of energy and information you share with us all...!From the Gift Store
- At 12:25pm on September 29, 2009,
Yatin Shah said… - Hi Kathyrn,
The site is awesome and offers a fantastic platform for Networking. Thank you for letting me be a member to it.
Yatin Shah | Head-Business Development
- At 2:35pm on July 29, 2009,
MICHAEL- ROHIT-SANYAL said… - Hi
How are You !! I hope You remember me ,
- At 3:09pm on April 8, 2009,
Mike Scharfstein said…
- I am new to this network and not sure if i am communicating correctly, but here it goes. I am a call-center manager in CT for an Accounting Firm(yes, you read correctly, for an Accounting Firm), and we make outbound calls to CT business owners to extend an invitation to have a face to face meeting with one of our outside Account Executives. My team does not ask for or discuss credit cards, social security numbers, or anything extremely personal. We simply contact a business owner, during 9-6 business hours in CT, at the business phone number registered, to see if they are interested in hearing more about how we can help them. That said, I want to begin recording calls for training and quality on my end, to use as a tool for better performance and to make sure the appointments which are set are done correctly and there is no communication between business owner and my rep(s), such as date of meeting, time, location. Question: I understand that CT is an "All-Party" state and my research shows that all parties on a call being recorded need to be advised and consent obtained about he call being recorded. However, all my research which points to that conlcusion seem to discuss the TSR (Telemarketing Sales Rule), however is what we do considered the same as "Telemarketing", from the standpoint of we don't discuss money, socials, credit, etc. Is there any area of the CT law that exempts my type of calls, invitational in nature, from having to have the business owner being called also be advised of the recording? I appreciate any help that anyone can offer. Sincerely,
Mike S.
- At 4:10pm on March 29, 2009,
Jeroen Zijlema said… - Hi Kathryn,
You have set up a great community, hope I can benefit from it and share my experiences with others. Thank you for letting me be a member.
Jeroen
- At 2:00pm on March 8, 2009,
Kathryn Jackson said…
- Russ, My policy is to warn people before banning. If members let me know that they are getting unsolicited emails then the warn the "offender." If the offender continues, then I let them know I am going to ban them from the site. It rarely gets that far. I think members deserve warnings and education. If they continue then I don't have a problem with banning. The site has to feel secure to people.
People are considerate once they figure out what the business rules mean. We monitor the site daily to also make sure people aren't crossing the line.
I guess this is all part of social network management and etiquette.
I hope you are doing well!
Thanks,
Kay
- At 2:45am on March 8, 2009,
Russ Sandlin said… - Kathyrn,
Saw your post on the unsolicited emails... I have a huge problem with that, but I am reluctant to be too overzealous banning. Rob O'Malley bans allot, I hardly ever do. How often do you have to ban people? I had to hire someone to watch manage my site, since I am full time at Gulf Bank now. Take care,
Russ
- At 11:56pm on February 19, 2009,
Derlin said… - Sorry for some of the multiple messages to some of the members. I have "issues" with my internet provider. Let's just say they have many fatal errors in their service delivery....
Sorry!
Derlin
- At 10:43am on January 15, 2009,
Cindy said…
- Greetings,
I love your dog's photo! hehe what is his/her breed? anyway keep it up Miss kathryn I love your site.
More power!
- At 11:21am on November 5, 2008,
Russ Sandlin said…
- Kathryn,
Your site has really taken off! Its a great site, thanks for letting me be a member!
Russ
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© 2009 Created by Kathryn Jackson on Ning. Create Your Own Social Network
