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 …

Don’t Push My Buttons

Kathleen Peterson Articles

De-escalation is a strategic communication skill that Contact Center professionals must possess. It is the art of maintaining a focus on the outcome and not on the person. Frontline agents often face difficult Customer Service  situations that are not always of their own making…changes in policy that disappoint customers, warranty issues, and general complaints from customers to name a few. …

The Hurrier I Go, the Behinder I get

Kathleen Peterson Articles

Decision making is put at serious risk when the Contact Center workforce has been operating at maximum capacity. The “maxed out” workforce has to hurry to meet deadlines and demands of the enterprise. When we must hurry to get things done, how good can we expect the outcome to be? Here’s how to work smarter in your Call Center, not …

Get the Show on the Road

Kathleen Peterson Articles

According to a Forrester study, 92% of companies view Customer Experience as one of their top priorities. Delivering on the Customer Experience promise requires understanding that process is the underpinning of excellence. Nearly all obstacles to a stellar experience reside with one process or another. When it comes to Customer Service what supports and what hinders getting your Customer Experience …

Backstage at the Patient Experience: Centralized Appointment Scheduling

Kathleen Peterson Articles

Hospitals are merging and acquiring at a rapid pace. As these systems take shape, the Patient Experience takes “center stage” while massive organizational and operational changes occur “backstage.” Learn how to deliver on the behind-the-scenes elements to choreograph a show-stopping Patient Experience performance.

Don’t Worry Be Happy

Kathleen Peterson Articles

Instead of worry, encourage learning, questions, and discussions to cultivate happiness. Those engaged in genuine learning will question, search, and learn. This fuels happiness and not worry. The Contact Center industry offers lots of material  to learn from. What are you making available to your frontline agents?

Make a Long Story Short

Kathleen Peterson Articles

The Contact Center is, for all intents and purposes, an “information portal.” It utilizes multiple channels within an environment where efficient and effective communication skills pay off big time. To achieve customer satisfaction in the Call Center, improve your communication efficiency at all levels: in call handling, during coaching, and in management reports. What are you doing to create a …