Dr. Kathryn Jackson has a history of successfully transforming call centers. Partnering with clients' management teams, she combines innovation with the deep understanding of the role that call centers play in organizations. The resulting centers are efficient, highly productive, and customer-centered. In 1989, she co-founded Response Design Corporation^®.

Kathryn's groundbreaking research into topics like the integration of the Internet into call centers and complaint management has brought important new insight to the industry. And her expertise proved essential to the Houston-based APQC (a not-for-profit organization that spearheaded the Malcolm Baldrige Award) in its study of the customer-centric revolution.

Kathryn has written articles for multiple trade magazines and was asked by Fortune Magazine to author its international call center supplement. She wrote two chapters of the Quality Audit Handbook published by the American Society for Quality (ASQ). She received the Call Center Pioneer Award from Call Center Magazine, which inducted Kathryn into its Hall of Fame. And she currently serves as a member of the Call Center Leadership Council.