“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.