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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.

Customer Experience… Mystery, Myth, Mission or Magic?

Everyone is talking about it—promising it, claiming it and marketing it. But what is the customer experience really? Is it a mystery, a myth,...

Turnover… But Not the Good Kind

The word “turnover” can make either your mouth water or your head hurt. Blueberry turnovers are one of my favorite sweets in the summer…...
Minimizing Contact Center Costs

Bet the Ranch, Bet the Brand

The American Heritage Idiom Dictionary defines “to bet the ranch” as “to risk everything you have because you are certain of success.” This idiom...

Beware… Five Signals of Customer Care Burnout!

Are your contact center agents increasingly late for work or calling in sick? Are quality and productivity declining while error rates and customer complaints...
Contact Center Vendors: A Memo About Your Demo

Contact Center Vendors: A Memo About Your Demo

Memo to the Vendor Community: We work with many clients that are interested in acquiring new technology. It is always a good sign when investments...
Cautious Optimism… Taking Ownership of Communication

Cautious Optimism… Taking Ownership of Communication

Cautious optimism is defined as “a feeling of general confidence regarding a situation and/or its outcome coupled with a readiness for possible difficulties or...
Contact Center Startup

Getting Off to a Flying Start… Or Are You?

The idiom “off to a flying start” is defined as “a start or beginning of anything, as characterized by the participant’s vigor and enthusiasm.”...
Beware Healthcare… Your Access Center May Be at Risk!

Beware Healthcare… Your Access Center May Be at Risk!

Contact centers are among the fastest-growing segment in the healthcare industry. Since the 1990s, hospitals have been consolidating and forming “systems.” These systems have...

Ready, Fire, Aim… The Problem-Solving Firing Line

Step up to the firing line! Ready, fire, aim… whoops! Isn’t it “ready, aim, fire”? Well, traditionally speaking, yes. The objective at the firing...

Are You Ready, Willing and Able for Digital Access?

Ready, willing and able is a self-explanatory idiom that describes an enthusiastic, well-prepared and eager response to change. Changes are abundant as we continue...
The Ball is in Your Court

The Ball Is in Your Court

I have had this idiom tossed my way any number of times by my parents, my children, my husband, my bosses and my colleagues....

Are You Sure Your Contact Center Is on Solid Ground?

Like the pilings of the Brooklyn Bridge or the steel and concrete foundation of a building, organizations need to rest upon solid ground. That...