Featured Videos
All Videos (15)
Making Incentives Work
The Math Behind Rewarding Agents. PowerPoint presentation attached. Kathryn Jackson Jan 13, 2011 49 views
Perks and Pay don't cause People to Stay
Employee perks, employee pay, and employee incentives can damage employee morale and not decrease e… Jim Rembach Oct 19, 2010
41 views
Employee Engagement Interview with Tips and Traps to Avoid
Scott Moldenhaur interviews Jim Rembach on employee engagement and leadership tips and traps to avo… Jim Rembach Oct 1, 2010 40 views
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Social Media's Impact on the Contact Center
(There are a couple of minutes of silence at the start of this presentaion - technology/codec issue… Kathryn Jackson Sep 29, 2010 96 views
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Five SMS Best Practices that will Improve Your Customers' Experience and Your Bottom Line
The text channel has gained credibility as a legitimate means of communicating between large enterp… Kathryn Jackson Sep 27, 2010 66 views
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First Contact Resolution
First Contact Resolution has a big impact on every call center. It affects volumes, operational spe… Kathryn Jackson Sep 27, 2010 46 views
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Customer Equity Management
Learn what it takes for your call center to move from customer service to customer equity managemen… Kathryn Jackson Sep 25, 2010 40 views
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Zappos: Delivering Happiness
Learn how Zappos delivers on their world renown customer service promise. Kathryn Jackson Sep 24, 2010 52 views
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Mach4um Feature Tour
Take a few minutes to learn about Mach4um features. Kathryn Jackson Sep 22, 2010 33 views
Call Mapping SATMAP 45:09
When does a company deliver a positive or enjoyable customer experience? A company delivers a posit… Kathryn Jackson Sep 15, 2010 148 views
How to Get 10,000 Recommendations from 1 Satisfied Customer 05:56
www.mshare.net/forms This video shows how to turn one satisfied customer into a recommendation engi… Jeff Sharp Jan 12, 2010 90 views
Smile & Move
It's a "Smovement" to encourage service. Sam Parker Aug 28, 2009
114 views
As Simple as Making a PB&J – Giving Directions
This light bulb moment challenges leaders to rethink their competency in giving directions. Leaders… Kathryn Jackson Apr 20, 2009 207 views
Birds Eye View – Targeting Customer Surveys
Learn practical insights on how to better target your customer surveys. This 4-minute light bulb mo… Kathryn Jackson Apr 19, 2009 102 views
But I Followed Her - Being a Leader and Follower
Discover how driving into a parking lot the wrong way can lead to several important insights on bei… Kathryn Jackson Apr 19, 2009 80 views
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