Podcast – The Fast Leaders Show with Jim Rembach / Episode 115: I actually flew off the handle

Doug Kolb Articles

Kathleen Peterson works with many growing, quality focused organizations looking to achieve excellence when it comes to delivering on the Customer Experience – across all access channels.  She has a very strong practice in Healthcare right now working with many systems to elevate their Contact Center environments to the level of strategic asset by optimization in key areas like people, …

The Value of Healthcare Contact Centers: What Executives Need to Know

Kathleen Peterson Articles

Many executives are unfamiliar with the power of service level as a major factor in the operational execution of Contact Center services. Learn how to provide your executives with a “tactical” understanding of your Healthcare Call Center and reap the rewards of “tangible” support in the form of budget, resources, and technology.

The Cold Shoulder of Customer Care

Kathleen Peterson Articles

Today’s consumer has multiple options to consider when purchasing pretty much anything. If staff are indifferent, hostile, or snub consumers, how much worse can a robot be? Contact Center communication must be more about empathy and less about apathy and disengagement. What can you do to set your Contact Center apart from the competition?

The Changing Landscape of Healthcare: The Contact Center as a Strategic Asset

Kathleen Peterson Articles

Healthcare is changing dramatically and quickly. The result is that Call Centers have emerged haphazardly and face varied challenges. Today’s Call Center must be scalable to support growth and savvy enough to deliver on efficiency. Learn how to overcome key challenges and position the Call Center as a positive, valued asset within the organization.

Food for Thought … Promote Your Contact Center’s Visibility

Kathleen Peterson Articles

Your Call Center’s enterprise identity is linked to how others see you – or DON’T see you. You must be able to articulate your performance, contribution, and business needs in ways that resonate with corporate drivers. Learn how to take charge of positioning your Contact Center as a visible strategic asset rather than a factory-like, backroom operation.

Optimizing the Customer Experience

Kathleen Peterson Articles

Today’s Contact Center clients recognize an excellent Customer Experience as a key market differentiator. The desired outcome is that all customer touch points are aligned and in tune to the same objective – meeting customer needs, wants, and preferences in a professional and consistent manner while simultaneously gaining efficiencies and simplifying processes. This positions the Call Center as a strategic …

Face the Music….Call Yourself!

Kathleen Peterson Articles

The union of strategy and tactics in the Contact Center requires looking at all points of contact. The greetings, the music, and the messaging on hold are at the entrance to your organization and shape your customer’s first impressions. Poor choices in this arena are damaging to the Customer Experience and the brand. Is your hold music a match to …

The Road to Hell is Paved with Good Intentions

Kathleen Peterson Articles

The Contact Center is among the most information-rich environments in any business. This is only true when information is gathered properly and utilized for Call Center process improvements and overall performance.  Business analytics may suffer in environments driven by good intentions. Read on to learn how good intentions make poor defenses when resolving Customer Service complaints.

Advocatus Diaboli and the Metric Mirage

Kathleen Peterson Articles

Call Center leaders must challenge themselves continually to validate that the direction they are taking aligns with the strategic objectives, vision, and values of their organization and brand. They must remain fluent in describing Contact Center performance in such a way as to make sure that they never fall victim to the “metrics mirage.” Do your metrics misrepresent the reality …

Moment of Truth

Kathleen Peterson Articles

According to Daniel Goleman, Emotional Intelligence, the array of skills and characteristics that drive leadership performance is the core competency required to be successful in Call Center Customer Service delivery. Customer Experience has become a strategic initiative and the focus of many boardrooms and executive suites. Is your Contact Center prepared to handle “experience opportunities?”