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 …

How Well Do You Know Your Agents?

Doug Kolb Rants & Raves by Kathleen Peterson

A funny thing happened to me the other day that inspired this month’s Rant. I was trolling around the web hoping to find information on how Contact Center agents feel about their jobs. I hit the jackpot with Glassdoor.com and Indeed.com where companies register for a multitude of services. One of these allows employees to post pros and cons of …

Managing to Get the Best

Kathleen Peterson Rants & Raves by Kathleen Peterson

The world of Customer Care continues to evolve. Automation has greatly reduced costs and many simple tasks have transitioned to online or other “non-human assist” tools. This has greatly reduced the cost of specific transactions in the Contact Center. But when the customer requires a higher level of assistance, the Contact Center is on the hook to provide it and …

January … the Door of Possibility

Kathleen Peterson Rants & Raves by Kathleen Peterson

The parties are over and the holiday decorations all packed away. It is January, named for Janus, the Roman god of gates and doorways and depicted with two faces looking in opposite directions. January is the door to a new year. January is a great time to challenge everything, to set the stage for the year, and to allow a …

Dear Santa … 2016

Kathleen Peterson Rants & Raves by Kathleen Peterson

Dear “Business” Santa, First and foremost, let me thank you for choosing me as your “wish gathering” representative. I have received many gift requests from my business friends and the time has come for me to share what 2016 Contact Center leaders are really asking Business Santa for this year. We hope it’s not too much! Dear Santa, let’s begin …