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, …

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?”

Dawn of a New Day

Kathleen Peterson Articles

The Dawn of a New Day is a term that means “a new or fresh beginning or a turning point that achieves as much.” This is an opportune time to strategize and plan for what could be a new beginning in the Call Center. Contact Center leaders need not do all the work; they only need to allow the work …