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Kathryn Jackson
  • Ocean City, NJ
  • United States
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Kathryn Jackson's Discussions

Only Educational Postings

Started on Friday

Mach4um Guidelines

Started Mar 20, 2012

First Contact Resolution (FCR) - Complimentary Webinar

Started Mar 8, 2012

First Contact Resolution (FCR)

Started Feb 22, 2012

Contact Center Protocol - How do agents handle potential suicide or physical/sexual abuse calls?
8 Replies

Started this discussion. Last reply by Kathryn Jackson Jan 19, 2012.

Customer Service Definition and Metrics

Started Jun 15, 2011

Classic Article on Rewarding Employees

Started Jan 27, 2011

Are you ironing wrinkles or developing a new shirt?
1 Reply

Started this discussion. Last reply by Henry Milton Aug 24, 2011.

Why Model Something before Production?

Started Dec 3, 2010

Work at Home Strategies for Success - BlogTalk Radio, Now posted for your listening pleasure!

Started Oct 8, 2010

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...

Gifts Received (1)

Crystal Tiara From Pauline Mills
 

Kathryn Jackson's Page

Profile Information

Company Name:
ResponseLearning Corporation
Industry:
Contact Center Education/eLearning
Job Title:
Associate
Do you have a LinkedIn or other networking site profile you would like to link to?
http://www.linkedin.com/in/kathrynjackson, Twitter @KathrynJackson
My professional experience, goals, and specialties are:
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.

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Comment Wall (26 comments)

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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
At 7:21pm on October 20, 2008, Albin said…
Thank you for your warm welcome, Our tema nad family member send you a large Hug form our second home in warm Dominican Republic...back in the us for spring....

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