Trends In Healthcare … Some May Surprise You

Kathleen Peterson Articles

Healthcare Contact Centers are growing not only in numbers but also in scale. Industry growth and evolving customer and patient expectations are creating opportunities for growth.  Learn about six emerging trends in Healthcare Contact Centers.

Clear Path to Healthcare Access … Four Pillars of Readiness

Kathleen Peterson Articles

The pace around Healthcare Access initiatives has picked up considerably in the past year; for some it appears more of a race than a meaningful pace. How to assess your people, process, technology, and Call Center management readiness for optimum success.

Lost in the Labyrinth: Brand Energy Power and Vision Clarity

Kathleen Peterson Articles

This installment of Lost in the Labyrinth focuses on Brand Energy Power, an organization’s internal furnace that breaks down silos and builds brand momentum at every level. How do we build Brand Energy and continue to fuel the fire in the Call Center? Vision Clarity stokes the furnace and builds into each business unit a sense of strategic connection to …

Lost in the Labyrinth: Visionary or Radical?

Kathleen Peterson Articles

Today’s Contact Centers must go deeper into the organizational labyrinth and transform to be considered a strategic asset. This installment of Lost in the Labyrinth discusses how business leaders  need to understand current state Call Center operational deficiencies and management issues. Challenge yourself to be both visionary and radical!

Lost In The Labyrinth: C-Level To Cube-Level … Making The Link

Kathleen Peterson Articles

Breaking down the walls of the service labyrinth can only happen at the senior executive level. Too often at the company’s core, we find executive leaders in denial. They just don’t want to know that their enterprise can’t get the customer experience right. How to successfully navigate from C-Level to Cube-Level.

Lost In The Labyrinth … Customers Want Out

Kathleen Peterson Articles

The Contact Center industry faces serious challenges when it comes to the Customer Experience. Obstacles we face may be due to management practices and NOT to frontline performance issues. Isn’t making customers weave through the maze of service options just another way of giving them bad service? The importance of creating ease of access for a true Customer Experience.

Healthcare Contact Centers’ No. 1 Success Factor … Proper Governance

Kathleen Peterson Articles

Healthcare Contact Centers are relatively new to the contemporary Contact Center business, with a history of emerging by “default” rather than by “design.” Strategic Governance becomes significant across the Healthcare system as business leaders see that ‘no one is in charge’ of Call Center growth and innovation. Governance creates the bridge that operationalizes strategy in a planned and scalable way.

Now What? The Impact of Chaos On Contact Center Operations

Kathleen Peterson Articles

CHAOS in your Call Center brings confusion that becomes a constant and conflict-ridden companion. Five conditions that may be contributing to the growing chaos in your Contact Center and what you can do to stabilize and even reduce it.

Joy To The World … 10 Wishes For 2018

Kathleen Peterson Articles

Contact Centers are a sea of change; navigating change means constantly evaluating operational conditions. Ten wishes to bring joy, fun, and excitement to your Call Center! Create an environment where Customer Experience is paramount and those facilitating it can shine.