Kathryn Jackson

Leading Based on Needing

| Kathryn Jackson

Using needs-focused leadership in your call center is a great way to improve agent performance and at the same time boost employee satisfaction.

The Skinny on Call Monitoring

| Kathryn Jackson

Managers typically monitor their agents’ performance in responding to telephone calls, e-mail, etc. for purposes of quality control and training. Research shows that best-practice contact centers monitor 5 to 10 calls per agent per month.

Customer Intimacy: Getting Past the First 15 Seconds

| Kathryn Jackson

Most call centers these days are tailoring their opening by balancing the requirements of their strategy and what their customers prefer. The best-in-class standard is not so much “agent first and last name” or “first name only” but rather what fits into the company strategy and customer segment.