Contact Center Performance Forum (CCPF)

Kathryn Jackson's Page

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Bill Haeffner replied to Kathryn Jackson's discussion 'Are You Shadowboxing with Data? Are you measuring "good numbers" rather than "good performance"?'
I saw this happen many times in my career. Typically there were "adjustments" to either the the numbers that were calculated (That was an weather related outage so don't count the calls during that time) or the calculation was altered to be more a...
yesterday
Ray Lloyd joined Kathryn Jackson's group
Managers / Experts of Technical Support
The intent of this group is to support managers and experts of technical support operations by collaborating on best practices, tools, training, and job opportunities.
yesterday
Kathryn Jackson added a discussion
Are You Shadowboxing with Data? Are you measuring "good numbers" rather than "good performance"?
I love this phrase (shadowboxing with data) and its definition. It fits so appropriately with what happens too often in our contact centers. We think performance is perfectly reflected in the metrics when it is not. The issue? We have incredibly t...
on Tuesday
Richard Kenny replied to Kathryn Jackson's discussion 'Acoustic shock recognised as call centre hazard'
A lot of the cutting edge thinking on this comes from Europe. Over here, companies that value the wellbeing of their employees are moving to advanced second generation solutions that go beyond just limiting sounds that are extremely loud. The real...
November 4
Kathryn Jackson added 2 discussions
November 4
Sara Diaz replied to Kathryn Jackson's discussion 'Acoustic shock recognised as call centre hazard'
This makes choosing the right headset for your call center even more important. Here is some information regarding Jabra's PeakStop technology. I hope you'll find it to be helpful!
November 4
Rafael Manzon joined Kathryn Jackson's group
ATA "What's Hot"
Join this group to stay current with industry developments and ATA educational opportunities.
October 30
Kathryn Jackson received a gift from Pauline Mills
Crystal Tiara

Crystal Tiara

From the Gift Store
October 28

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)

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At 1:15pm on October 28, 2009, Pauline Mills gave Kathryn Jackson a gift…
Crystal Tiara
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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