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.

Five Obstacles to Digital Access in Today’s Healthcare Contact Centers

Kathleen Peterson Articles

Healthcare is notoriously behind the times when it comes to digital access. A big obstacle to the future of digital access in Healthcare is poor processes. It’s time to weed out the obstacles to be ready when the “digital natives” seek out their care options. Learn to overcome five core barriers to digital access and create a baseline for assessing …

Mastering the “Fine Art” of Conversation in a Digital World

Kathleen Peterson Articles

Contact Center leaders face a new threat. Device devotion has hijacked the ability to converse with others and also with ourselves. Yet, conversations move strategic and complex projects along more quickly than alternative methods. It is imperative to engage on a human level to grow conversational skills which are more art than science. How can you improve your “fine art” …

Survey Says … Human Factors to Consider

Kathleen Peterson Articles

There is no more important factor in today’s Healthcare Contact Center than training. Yet it is too often given short shrift. A recent survey of Healthcare Contact Center professionals sheds light on training and people management challenges. Gain insight into the state of today’s Healthcare Call Center as we watch the industry grow.

Complacency: Danger in the Comfort Zone

Kathleen Peterson Articles

When complacency dominates the Call Center culture it is insidious and has a gradual and  cumulative effect. Change is resisted and innovation and creativity become unknown commodities. This leads to behaviors that do not deliver on the Customer Experience. Learn how to fight complacency by challenging yourself and those around you.

Survey Says Healthcare Contact Centers = Adventureland

Kathleen Peterson Articles

Survey results from the Healthcare Call Center Times Conference in Salt Lake City where Kathleen Peterson had the opportunity and pleasure to speak to a group of Healthcare Contact Center professionals. Many Contact Center professionals feel the journey ahead is an Adventureland filled with excitement and intrigue. Gain insights into the biggest challenges today’s Healthcare Contact Centers face!