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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.
Mastering Conversation in a Digital World

Mastering the “Fine Art” of Conversation in a Digital World

The idiom “fine art” (first half of the 1800s) is defined in the “American Heritage Dictionary of Idioms” as “something requiring highly developed techniques...
Complacency in the Contact Center Danger Zone

Complacency: Danger in the Comfort Zone

I happen to believe there is danger in the comfort zone… and that danger is complacency! In my dictionary, “complacency” is defined simply as “self-satisfaction.”...
Value of on the job experience in the contact center

The School of Hard Knocks… Are You a Graduate?

The “School of Hard Knocks” is an idiom that means the (sometimes painful) education one gets from life’s usually negative experiences. It is contrasted...
Time Flies When You're Having Fun

Time Flies When You’re Having Fun

WITH DEBORAH GEFTEAS “Time flies when you’re having fun” is an idiom quite familiar to anyone that has been to a great party, family event,...
A Stitch in Time Saves Nine

A Stitch in Time… Saves Nine

A stitch in time saves nine” is an idiom that first appeared in print in 1732… a long time ago. Its meaning is timeless...
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....