Our contact center community knowledge exchange enhances your call center's performance and ensures a quality customer experience.
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Available Resources
Links to and descriptions of available resources for call center, contact center, and customer experience (research, newsletters, webinars, white papers, etc.)
119 discussions
Customer Experience
Discussions and resources pertaining to the design, implementation and management of the customer experience in the contact center and enterprise.
50 discussions
Villains that Steal Customer Contact Success: Book Series
The Ten Most (Un)Wanted Villains in the Contact Center By Kathryn Jackson with Margaret Newton
12 discussions
Member Articles and Presentations
Member written articles and presentations. If you have written something for contact center / customer experience and you'd like to share it, please attach it here.
1 discussions
Benchmarking and Best Practices
Comparing your center to others, performaning gap analysis, and implementing best practices
33 discussions
How Smart is That (Blog)
Time Management – Getting Our Priorities Straight
This is an older story but one I like to be reminded of often. As I read it again today, I realized that I had let this teaching slip from my grasp lately. It really does coincide with the “tyranny … Continue reading
The Fun Theory
Can you change people’s habits and attitudes? Can you take a task and change people’s conduct and attitudes by making something seem fun? Watch what a group of scientists did using fun or pleasure to get people to use a … Continue reading
Service with a Smile? Oh, Please…
I always thought it a little silly that we asked our customer service agents to post a “Smile” sign on their cubicle wall or hang a big mirror to reflect their happy (or grumpy) faces while answering the phone. We … Continue reading
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Featured Publication
Want your publication featured in our bookstore? Contact Kathryn Jackson @ AOkay@mach4um.com. I'll be glad to fearture your publication so our members can benefit from your expertise.
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Making Incentives Work
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First Contact Resolution
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Mach4um Feature Tour
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Call Mapping SATMAP
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© 2013 Created by Kathryn Jackson.
