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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.

Hold On, I’m Comin’: What to Do with Callers on Hold

The 1966 hit, “Hold On, I’m Comin’,” was recorded by Sam & Dave and written by Isaac Hayes and David Porter. I know for...

Strategic Communication: Techniques of Best-in-Class Voice Interactions

Today’s contact centers continue to expand their channel mix beyond voice (e.g., chat, text, email, web and video) to keep up with the communication...
Contact Center Risk Taking

Nothing Ventured, Nothing Gained

You can’t get anywhere unless you’re willing to take a risk. Nothing ventured, nothing gained. “This idiom dates back to Chaucer (c. 1374) and...

Operation Social Media… 2020

Here we are… welcome to 2020! We have just completed the second decade of this new millennium. “Change” is the best word to describe...

Pushing the Project Pause Button

I don’t know about you, but I love my pause button so much that I pay my cable company insane amounts of money monthly...

Take a Bow… Receive a Round of Applause!

The expression “take a bow” is defined by the Merriam-Webster Dictionary as “to bow toward an audience that is applauding. It is often used...

Is Your Contact Center a Fantasyland… Or Not?

I am not the biggest fan of Disney, but I have always had a warm spot for Fantasyland. A young friend of mine recently...

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...