Kathryn Jackson's Videos (mach4um) - mach4um 2018-01-20T01:25:36Z http://mach4um.com/video/video/listForContributor?screenName=3je70uf6kzxox&rss=yes&xn_auth=no Making Incentives Work tag:mach4um.com,2011-01-14:2061678:Video:43376 2011-01-14T03:21:09.019Z Kathryn Jackson http://mach4um.com/profile/KathrynJackson The Math Behind Rewarding Agents. PowerPoint presentation attached. The Math Behind Rewarding Agents. PowerPoint presentation attached. Social Media's Impact on the Contact Center tag:mach4um.com,2010-09-29:2061678:Video:40123 2010-09-29T17:58:41.079Z Kathryn Jackson http://mach4um.com/profile/KathrynJackson (There are a couple of minutes of silence at the start of this presentaion - technology/codec issues. Please be patient. Thank you.) Join us with a few top industry experts who know social media and how it is changing the face of the call center and consumers want to interact and be interacted with. Industry panelists will review the survey results (Social Media and Impact on Call Center) and providing perspectives on: • What does the data suggest? What is it telling us? • How should we be… (There are a couple of minutes of silence at the start of this presentaion - technology/codec issues. Please be patient. Thank you.) Join us with a few top industry experts who know social media and how it is changing the face of the call center and consumers want to interact and be interacted with. Industry panelists will review the survey results (Social Media and Impact on Call Center) and providing perspectives on: • What does the data suggest? What is it telling us? • How should we be preparing for the social media revolution? • Can our company establish a real ROI with social media and the call center? • I manage call centers, now what? Social media is being driven by "generational change"! Understanding what makes this generation tick is critical and how customers want to be communicated with. Millenial’s are confident, team oriented, strong achievers, optimistic, highly moral, and first generation born with internet/web and cellular telephony. The mobile phone is the primary means of communications and prefer on demand connectivity! Millenial’s are entering the workforce and it is the Millennial are driving change and make a significant part of the economic landscape for consumer spending. Five SMS Best Practices that will Improve Your Customers' Experience and Your Bottom Line tag:mach4um.com,2010-09-27:2061678:Video:40100 2010-09-27T20:34:04.292Z Kathryn Jackson http://mach4um.com/profile/KathrynJackson The text channel has gained credibility as a legitimate means of communicating between large enterprises and their end consumer customers. It has also proven to be as well received by those end customers as it is cost effective. However, best practices have evolved in the last 12 months, which should be incorporated into your company’s implementation. Without the benefit of key best practices, the value of SMS (short message service) will wane like other channels and become less useful to… The text channel has gained credibility as a legitimate means of communicating between large enterprises and their end consumer customers. It has also proven to be as well received by those end customers as it is cost effective. However, best practices have evolved in the last 12 months, which should be incorporated into your company’s implementation. Without the benefit of key best practices, the value of SMS (short message service) will wane like other channels and become less useful to enterprises and consumers. First Contact Resolution tag:mach4um.com,2010-09-27:2061678:Video:40098 2010-09-27T19:33:08.929Z Kathryn Jackson http://mach4um.com/profile/KathrynJackson First Contact Resolution has a big impact on every call center. It affects volumes, operational spend, agent training, and most importantly, customer satisfaction and customer loyalty.<br></br> <br></br> In today’s economy it is more important than ever to present solutions that return hard dollars to your Line of Business. By understanding why people call you, what causes unnecessary repeat calls and where there are opportunities in either processes or training; you can prove value to your… First Contact Resolution has a big impact on every call center. It affects volumes, operational spend, agent training, and most importantly, customer satisfaction and customer loyalty.<br /> <br /> In today’s economy it is more important than ever to present solutions that return hard dollars to your Line of Business. By understanding why people call you, what causes unnecessary repeat calls and where there are opportunities in either processes or training; you can prove value to your organization by decreasing Revenue Leakage and Increasing Customer Satisfaction.<br /> <br /> <br /> Join First Contact Resolution expert Rob McDougall for an informative hour that reviews these questions and more, as well as provide you with a better understanding of the impact of repeat calls and what reducing them could mean to your business. Customer Equity Management tag:mach4um.com,2010-09-25:2061678:Video:40071 2010-09-25T22:49:25.456Z Kathryn Jackson http://mach4um.com/profile/KathrynJackson Learn what it takes for your call center to move from customer service to customer equity management. Learn why you should be measuring the 4 R's: resolution, retention, recovery, and referral. Learn what it takes for your call center to move from customer service to customer equity management. Learn why you should be measuring the 4 R's: resolution, retention, recovery, and referral.