Are You Sure … Your Contact Center is Valued Across the Enterprise?

Kathleen Peterson Rants & Raves by Kathleen Peterson

There was a time when the Call Center was considered a backroom operation, a cost center that dealt with Customer Service issues. However, today’s Contact Center has become the focus of key enterprise initiatives. The Contact Center’s cost, the volume of contacts, the potential for revenue, the importance of customer relationships, the Customer Experience, and the changing marketplace all have …

Running on Empty … Time to Refuel!

Kathleen Peterson Rants & Raves by Kathleen Peterson

If your auto is running on empty, the gasoline gauge has passed the red line that shows you’re almost out of gas. The term “running on empty” is used when you have drawn on all your resources, are barely struggling through, have used all your energy, and are exhausted. We all know that when our gas gauge is heading towards …

Gemini … The Twins

Kathleen Peterson Rants & Raves by Kathleen Peterson

In late May and throughout most of June the sun is in the sign “Gemini.” I have great affinity for this sign; both my sons are Gemini’s. My sister and some of my very best friends are also born under this sign. Space programs, astronomical endeavors, and I suspect even projects have operated under the name Gemini. The sign is …

If I Were a Contact Center Rep …

Kathleen Peterson Rants & Raves by Kathleen Peterson

I have spent many hours in Contact Centers of varied shapes, sizes, and purposes. At times, I have been haunted by what I would “want” if I were a frontline representative toiling away on behalf of my employer. So here are seven requests that come to mind. 1. PLEASE give me the “big picture.” Many reps toil endlessly without ever …

Turn On and Tune In to the Contact Center “Stra-Tactical” Blueprint

Kathleen Peterson Rants & Raves by Kathleen Peterson

I happily coined the phrase “Stra-Tactical” Blueprint (October 2011 Rant) to emphasize the need to move deliberately from a dialogue that focuses solely on strategy to one that integrates the tactical requirements of implementing strategy at the highest levels of the organization. One thing is certain … today’s Contact Centers are very central to strategic plans of most organizations. Whether …

Reducing Resistance to Change … How to Foster Buy-in

Kathleen Peterson Rants & Raves by Kathleen Peterson

(For this month’s Rant, Kathleen Peterson has asked PowerHouse Change Management expert, Hannah Karamanoogian to share some valuable insights.) Let’s face it, change is hard. In the Contact Center it might mean dealing with a new staffing model, an updated phone system, or a revamped Quality program. Studies have shown that dealing with large-scale change can be as painful as …

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 …