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 …

What … Me Sell? – CSRs Transformed!

Kathleen Peterson Rants & Raves by Kathleen Peterson

“What me sell?” … “If I wanted to sell I would get a sales job.” … “Nobody told me this was a sales position!” … If you could read your CSRs’ minds or monitor the talk at the water cooler, you might hear these words after you’ve announced the new up-sell, cross-sell, add-on, or sales incentive program. CSRs generally don’t …

Listen to Your Voice of Reason

Kathleen Peterson Rants & Raves by Kathleen Peterson

We have all heard about Voice of the Customer programs; I have even heard of Voice of the Employee programs. What I haven’t experienced yet is a Voice of Reason program. So I would like to take this opportunity to introduce a new way of looking at things. We are all trying to navigate this ever changing, fast paced world …

Identity Crisis … Who Are You?

Kathleen Peterson Rants & Raves by Kathleen Peterson

The Who (the band made famous in the 70s) once published a song called, “Who Are You” with some very complex lyrics that went like this: “Who are you? Who, Who, Who, Who?” I am beginning to think that some Contact Centers should adopt this as their theme song. We could begin with the fact that even as an industry, …

What Goes Down Must Come Up … A Progress in Spirals

Kathleen Peterson Rants & Raves by Kathleen Peterson

“The human mind always makes progress, but it is a progress in spirals.” Madame de Stael Madame de Stael was a French-Swiss writer, woman of letters, and early champion of women’s rights. She was considered among Napoléon’s major opponents and spent much of her life in exile. When I recently came across Madame de Stael’s quote, I was struck by …