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Kathleen Peterson

Kathleen Peterson
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Kathleen M. Peterson is the Founder and Chief Vision Officer of PowerHouse Consulting, Kathleen is an acclaimed Contact Center consultant and recognized industry visionary. She offers a refreshing and sometimes challenging philosophy to positioning the Contact Center as the true lifeline of the enterprise—believing that vision, brand, leadership and execution combine to deliver a powerful customer experience. Kathleen has emerged as one of the most sought-after experts and consulting partner in the field of customer experience working with the world’s top customer-focused companies, and is published widely in the most prestigious industry journals in the U.S. and abroad. As a featured speaker at conferences and Fortune 500 companies, she has shared her humor, knowledge, and experience across four continents, including Contact Center conference keynotes in the United States, London, Paris, Turkey, Dubai, and Hong Kong. Kathleen also served as Conference Chair for the North American Conference on Customer Service Management.
Talk is Cheap - Or is it?

Talk Is Cheap… Or Is It?

Generally speaking, the idiom “talk is cheap” is understood to mean that it is easier for folks to say what they will do rather...
The Cold Shoulder of Customer Care

The Cold Shoulder of Customer Care

Cold shoulder” is defined as “deliberate coldness or disregard, a slight or snub” (American Heritage Dictionary of Idioms). The term first appeared in writings...
The Hurrier I Go The Behinder I Get Idiom

The Hurrier I Go, the Behinder I Get

This simple phrase was on a plaque in my home when I was growing up. For the longest time, I just couldn’t make sense...
Food for thought, promote your contact center's visibility

Food for Thought… Promote Your Contact Center’s Visibility

Food for thought … an idea or issue to ponder.” I think we all need some new “food for thought” at this time of...
Face the Music - Call Yourself

Face the Music… Call Yourself!

According to TheFreeDictionary.com, “face the music” means to “confront unpleasantness, especially the consequences of one’s errors.” The precise origin of this idiom has been...
Contact Center Self Service as a Customer Satisfying Experience

Get the Show on the Road

The idiom “get the show on the road” alludes to a theatrical production going on tour,” according to The American History Dictionary of Idioms....

The Road to Hell Is Paved with Good Intentions

My mother had a lot of children… 10 to be exact. She had multiple means of teaching this brood of children acceptable social behaviors....
multitasking-and-long-term-planning

Don’t Push My Buttons

It provides a sense of threat… that there is an “or else” at the end of that command! We live in a world where...
Advocatus Diaboli and the Metric Mirage. Playing devils advocate in the contact center with analytics

Advocatus Diaboli and the Metric Mirage

Devil’s advocate, according to the American Heritage Dictionary of Idioms, it means: “One who argues against a cause or position either for the sake...
The Ugly Truth About Customer Service Agent Occupancy in the Call Center

Punctuality Is the Soul of Business

I found this idiom online at The Free Dictionary. The expression was coined by Canadian politician Thomas Chandler Haliburton, and its definition is pretty...
The moment of truth in customer service

Moment of Truth

The origin of the idiom Moment of Truth is a “translation of the Spanish el Momento de la Verdad, signifying the point in a...
Strategizing and Planning a turnaround in the contact center

Dawn of a New Day

The “Dawn of a New Day” is an expression that means “a new or fresh beginning or a turning point that achieves as much”...