As a consultant, writer, and speaker, Kathryn combines innovation and practicality with a deep understanding of the role that call centers play in organizations. She pioneered research on concepts we currently take for granted such as the call center’s integration with the Internet and the adoption of customer-centricity by the industry. What will the future hold? The blog allows her to share her groundbreaking ideas with a wide international audience.

In one of the first postings, Kathryn discusses the financial impact of “emotional contagion” on organizations. Kathryn relates that, according to research, customers “catch” the emotion of the service agent that they talk to and react accordingly. It does not matter whether the agent expresses his or her emotion through facial expressions, voice, gestures, or body movements—customers know and respond. She further explains what this converging of emotion may be costing a company and what a company must do to profit from it.

The blog resides on a new Response Design Corporation Web site, www.ResponseDesign.com ; visitors can directly connect at www.responsedesign.com/corner.html.

Each time managers visit the blog, they find not only a relevant research, but also Kathryn’s expert opinion about how the research affects call centers. Each entry is a single dose of uncommon common sense. Because of her 20-years of call center experience, her friendly writing style, and her nose for new and important developments, we expect Kathryn to converse with many loyal practitioners through the “Uncommon Call Center.”

Response Design – Creating the Uncommon Call Center®.
Response Design Corporation helps professionals get more from their call center. It is the how-to source for learning how to profitably manage a call center. Blog visitors are encouraged to explore the RDC site for comprehensive, all-under-one-roof call center solutions. www.ResponseDesign.com

Contact: Kathryn Jackson, Associate, KJackson@ResponseDesign.com