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 …

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 …