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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.
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”...
As leaders of the customer experience we should encourage doing your best

Don’t Worry—Be Happy

I believe that most of us are familiar with the idiom-like phrase, “Don’t worry—be happy,” from the very popular song by Bobby McFerrin released...
Mindful Communication in the Call Center

Let ’Em Have It or Bite Your Tongue

The American Heritage Dictionary of Idioms defines the phrase to “let someone have it” as originating in the mid-1800s and meaning “to give a...
Make a long story short

Make a Long Story Short… PLEASE

“To make a long story short” is an idiom that dates back to the 1800s. In 1857, Henry David Thoreau penned these words in...
Management 101

Management 101: Flying by the Seat of Your Pants

“Flying by the seat of your pants” is an expression coined by World War II fliers. It was used to describe flying when instruments...