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 …

Quality and Clarity: Passing and Receiving the Communication Baton

Kathleen Peterson Articles

Business is about communication regardless of the channel; it is the No. 1 professional skill to master. In Contact Center management, the ability to “engage” your team and the enterprise by passing along clear and consistent messages will win the race to excellence. How well does your Contact Center communicate?

A Chip on Your Shoulder May Block Your Career

Kathleen Peterson Articles

To retain quality frontline agents, talent must be nurtured rather than dictated to from a position of insult and intimidation. If your talent does not embrace  your leadership, it is your responsibility as management to SEE this situation as yours to correct. Are you collecting slights to fertilize your chip, allowing it to grow from a chip to a block, …

Onward and Upward…Or So the Saying Goes

Kathleen Peterson Articles

“Onward and upward” sets a positive direction in a Call Center that spurs a dialogue to move agents forward rather than relive negative experiences. This directly enhances the Customer Experience. What can you do in your Contact Center to promote an optimistic and empathetic front line?