Is Your Brand in Motion for the New Year?

Kathleen Peterson Rants & Raves by Kathleen Peterson

Wikipedia defines motion as “any physical movement or change in position or place.” In which direction is your BRAND moving and perhaps more importantly in which direction are your CUSTOMERS moving? Customer Experience is the means by which customers decide how much they love doing business with you. Your BRAND is how you decide what you want your customers to experience. …

Dear Contact Center Santa … From PowerHouse

Kathleen Peterson Rants & Raves by Kathleen Peterson

Dear Contact Center Santa, Hello from your good friends at PowerHouse! As always, we have been extra nice (never naughty) in 2018 and hope you honor our many heartfelt requests. Yes, we continue that tradition! This year we thought we would ask Contact Center agents for their ideas. So we surveyed random frontline staff in Healthcare, Utilities, and eCommerce to yield …

Are You Taking Care of Business?

Kathleen Peterson Rants & Raves by Kathleen Peterson

Each one of us has been tasked with “taking care of business” in whatever role we have played. For many, the rules have changed, depending on the business climates they have experienced. So now is the time to play your very best hand. It is a time to grow, learn, and focus on what needs to be done and what …

What We Can Learn from Frontline Improvement Programs

Kathleen Peterson Rants & Raves by Kathleen Peterson

Improvement is proactive and the key to longevity. Improvement-oriented people resist assuming that everything is A-OK and deliberately seek opportunities to refine their skills and increase their knowledge. Larry Bird, the Boston Celtics star basketball player of the mid 1980’s, spent three hours on the court shooting baskets before each game. He recognized that as well as he performed in …

Take Charge – Promote Your Contact Center’s Value and Visibility

Kathleen Peterson Rants & Raves by Kathleen Peterson

Contact Center leaders must take charge of the inevitable transition to positioning the Center as an enterprise Strategic Asset rather than a factory-like, back-room operation. The identity of your Contact Center in the enterprise is undeniably linked to how others see you – or perhaps don’t see you at all. The Contact Center’s Value is inextricably tied to the management …

Customer Experience and the Fine Art of Conversation

Kathleen Peterson Rants & Raves by Kathleen Peterson

Customer Experience remains at the forefront of business strategy. Customer Care Contact Centers play a key role in the execution of the Customer Experience. It is management’s responsibility to assure that the skills required to deliver on the strategic promise are present and constantly groomed. Customer Experience at the front line is where conversations are taking place. These conversations are …

Elimination is Infinitely More Powerful than Automation

Kathleen Peterson Rants & Raves by Kathleen Peterson

Whether at home, at school, or at work, the ability to eliminate excess allows space for clarity, productivity, and a genuine contribution to well being. Every business unit in every company today is faced with doing more with less (usually money), while simultaneously being asked to improve the Customer Experience, increase productivity, reduce errors, increase revenue, reduce cost, and all …

Change Management – Adding Sales to a Service Environment

Kathleen Peterson Rants & Raves by Kathleen Peterson

Wikipedia defines change management (as it relates to people) as “a structured approach to change in individuals, teams, organizations, and societies.” What the definition does not state is how significant change management can be in achieving successful outcomes. Maybe this is why so many initiatives fall flat, are wholly unsuccessful, take longer, and cost more than planned … the “planning” …

Here’s What I Can Do Now … A CSR’s Most Valuable Phrases and Other Communication Strategies

Kathleen Peterson Rants & Raves by Kathleen Peterson

Let’s get right to it … Vocabulary is a key player when it comes to Customer Care. Choosing the best rapport-building words and phrases contributes to the efficiency of the contact, the CSR’s confidence, and the customer’s experience. Regardless of the channel of contact, the words CSRs use when interacting with customers are a critical success factor to a great …

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 …