What Do We Want Them to Feel?

Kathleen Peterson Rants & Raves by Kathleen Peterson

How many songs have we all heard with the word “feel” in the title and at the heart of the lyrics? Think about it for a minute … How Does It Feel? – Feel the Love – Feel the Beat – I Don’t Feel Like Dancing to name just a few. Well, I would like to explore whether or not …

Offense or Defense … Where Do Your Skills Take You?

Kathleen Peterson Rants & Raves by Kathleen Peterson

Although football season is over, the game’s basic functions provide a reasonable context for evaluating the inner workings of your Customer Care communication approach. To effectively apply these functions, we must understand what they are. The team charged with carrying the ball down the field to score plays offense. Defense attempts to prevent offense from accomplishing that task. I would …

Call Avoidance – The Contact Center Secret Weapon

Kathleen Peterson Rants & Raves by Kathleen Peterson

“Improve Service” + “Reduce Costs” = “Do More with Less.” The fact is that Customer Experience continues to be the organizational battle cry and Contact Centers are caught in the crossfire. The charge has been to pay very close attention to individual customer needs while searching for efficiency gains that will lead to cost reductions while not compromising quality. Call …

Dear Contact Center Santa – A Heartfelt List from Customers

Kathleen Peterson Rants & Raves by Kathleen Peterson

If there were a Contact Center Santa I would ask for seven Customer Experience “essentials” based on my work experience and my very active role as a consumer! 1. Dear Contact Center Santa,Please teach your staff to stop being defensive when resolving customer issues. Defensive responses ignite customer frustration; that is tough to overcome, particularly when the defender cannot “see” …

Global Contact Center Leaders Weigh In On What Matters

Kathleen Peterson Rants & Raves by Kathleen Peterson

Contact Centers around the world are tackling the ever-changing landscape of customer expectations. So every little bit helps to keep current on how that landscape is shifting. Deloitte recently published its 2017 Global Contact Center Survey. This is the kind of stuff I love! It is so interesting to learn what global Contact Center leaders/executives see as trending and whether …

Is Your Customer Experience Like a “Third Rate Romance, Low Rent Rendezvous?”

Kathleen Peterson Rants & Raves by Kathleen Peterson

Sammy Kershaw released a recording in 1994 called “Third Rate Romance, Low Rent Rendezvous,” a cross-over country hit at the time. The song tells the sordid story of a couple sneaking off to the “Family Inn” for a tryst of sorts. At first glance this has little to do with Contact Centers, right? Wrong! I am hijacking this song title …

The Conundrum of Certainty

Kathleen Peterson Rants & Raves by Kathleen Peterson

Eye witnesses, investigators, teachers, cult members, parents, managers, executives, and all of us at one time or another have something in common – the belief and power of certainty. This ranges from eye witnesses of a crime to swearing that “my keys were right there – who took them?” to telling a friend that they are making a terrible mistake …

Lazy Does It

Doug Kolb Rants & Raves by Kathleen Peterson

I recently came across an article by Matt Rees entitled “Lazy Does It” in the Wall Street Journal[1] and was immediately interested. “Lazy Does It” says it all when it comes to certain behaviors we all observe from time to time. Let’s say you ask your ten year old son to clean his room. My sons at that age were …