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Kathleen Peterson

Kathleen Peterson
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.

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...

Please Don’t Shoot the Messenger!

The origin of the phrase “don’t shoot the messenger” comes from ancient times when the only option for communication during wars between kingdoms was...
Planning in the Contact Center

Plan and Measure = Pleasure

Like all humans, contact center leaders are driven by the brain’s insatiable desire to experience PLEASURE and in so doing avoid PAIN! I think...
Trends in Healthcare Customer Service, Some May Surprise You

Trends in Healthcare… Some May Surprise You

In June, I attended the Healthcare Call Center Times Conference in Pittsburgh. It is always a well-attended event with great speakers and attendees of...
Clear Path to Healthcare Customer Service through the Contact Center

Clear Path to Healthcare Access… Four Pillars of Readiness

Access initiatives are taking place in a very high percentage of emerging healthcare “systems.” I don’t know about your neighborhood but where I roam...
Lost in the Labyrinth: Brand Energy Power and Vision Clarity

Lost in the Labyrinth: Brand Energy Power and Vision Clarity

In this installment of the Lost in the Labyrinth series, I focus on Brand Energy Power, an organization’s internal furnace that breaks down silos...
Adding Fuel to the Fire

Adding Fuel to the Fire

The idiom “add fuel to the fire” dates back to Roman times. The expression, as defined by the American Dictionary of Idioms, means to...
Lost in the Labyrinth: Contact Center Visionary or Radical?

Lost in the Labyrinth: Visionary or Radical?

Today’s contact centers must go deeper into the organizational labyrinth and transform to be considered a strategic asset. This transformation must be influenced by...
Contact Center C-Level to Cube-Level

Lost in the Labyrinth: C-Level to Cube-Level… Making the Link

Success will come at the C-level when it is realized that the contact center is no longer simply a source of implementing technology and...
Contact Centers are Revenue Engines

Lost in the Labyrinth: If Information is Currency, Contact Centers are Revenue Engines

In this installment of the Lost in the Labyrinth series, I position the contact center as the enterprise “fuel” for revenue engines and the...
Contact Center Customers Want Out!

Lost in the Labyrinth… Customers Want Out!

This is my own personal idiom… and it will be the basis of my Idiom Insights columns for 2018. The contact center industry is...
Fish or Cut Bait... Don't Procrastinate in the Contact Center

“Fish or Cut Bait” Is Idiom Speak for “Don’t Procrastinate!”

“Fish or cut bait” is of U.S. origin and, of course, derives from the sport of fishing. Cutting bait is a straightforward literal term...