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?

“Fish or Cut Bait”: Idiom Speak for “Don’t Procrastinate!”

Kathleen Peterson Articles

Delays in decision making at any level can be due to over-thinking, over-analyzing, or an overwhelming fear of failure. This negatively impacts your Call Center and jeopardizes the Customer Experience.  Learn how you can challenge the internal beliefs that inhibit your ability to make decisions and take action.

The Game is Afoot: Play to Win!

Kathleen Peterson Articles

Once a strategic initiative has been blessed by senior executives, it is dispatched to the operational business units responsible for creating and executing the tactical plan. Engaging in strategic and tactical changes to your Call Center can be a challenge. Game theory insights can help you to lead your next change management project successfully.

Adding Fuel to the Fire

Kathleen Peterson Articles

Handling customers in any Contact Center can be difficult. The way in which volatile situations are managed or avoided depends on the skill of those handling the contact. Can your agents handle combustible situations? Here’s how to douse the flames and rescue the Customer Experience.

Management 101: Flying by the Seat of Your Pants

Kathleen Peterson Articles

“Flying by the seat of your pants” is characterized by short-term thinking, objectives set without operational requirements, unstable decision making, and legitimate risk factors tagged as “obstacles.” The result is constant change in Call Center processes, routines, and activities. Are you struggling to pilot your operation through a stormy environment? It’s time to step back and assess.