Operational Efficiency Done Right

Kathleen Peterson Rants & Raves by Kathleen Peterson

According to Webopedia.com, Operational Efficiency is described as the “capability of an enterprise to deliver products or services to its customers in the most cost-effective manner possible while still ensuring the high quality of its products, service, and support.” Notice that it does not say Operational Efficiency is “doing more with less.” Yet so often when the discussion of gaining …

“Contribution to Capacity” … A Transformational Term

Kathleen Peterson Rants & Raves by Kathleen Peterson

“Contribution to Capacity“… I coined this term on adherence in the late 90s, almost fifteen years ago. Where does the time go? Recently I was having a conversation with a Contact Center Director regarding the importance of adherence, the measurement of it, etc. The conversation prompted me to think again about the meaning of “contribution to capacity” and its conceptual shift from adherence – …

Is Your Operation Brand Driven?

Kathleen Peterson Rants & Raves by Kathleen Peterson

Consider popular book titles such as “Execution” and “Confronting Reality.” These focus on the importance of making things happen, getting things done, and the significant (in fact, crucial) impact this has on overall company performance. What books like these really deal with are Operations. Operations are present throughout the enterprise and represent all manner of activity. In many companies they …

The Problem with “Temp to Perm”

Kathleen Peterson Rants & Raves by Kathleen Peterson

“Temp to Perm” is typically associated with hiring staff on a temporary basis with the possibility of them being considered for a permanent position. That is not what this article is about. I have come upon a much more sinister Temp to Perm plot! That plot is to be found in the organizational models, process disciplines, and technology use and …

Arson Investigation in the Contact Center?

Kathleen Peterson Rants & Raves by Kathleen Peterson

Contact Centers have long been plagued by the practice of fire fighting. This is the reason given for not attending to planning, analysis, or other quality initiatives. “We don’t have time for that – we are too busy putting out fires.” If you are fighting fires all day, every day, they will never go out. Embers of the flames remain …

Help Me, Please!

Kathleen Peterson Rants & Raves by Kathleen Peterson

A Personal Perspective on the Customer Experience It had been quite a while since I personally had to contact anyone in Customer Service … that is, until this week when I had the opportunity to interact with six Contact Centers. I now have a fresh perspective. Bottom line: experiences vary widely from business to business. However, the elements of good …

Challenge Everything!

Kathleen Peterson Rants & Raves by Kathleen Peterson

As we approach 2016 (yes, dates on your calendar are closer than they appear), I think it is fitting to propose that we decide to challenge everything. The Customer Experience revolution is upon us. In order to compete and to win the loyalty of our customers, we must be willing to challenge everything we do and have done. Most importantly, …

Dear Santa

Kathleen Peterson Rants & Raves by Kathleen Peterson

Another year has passed and it is time once again to celebrate this year’s Contact Center achievements. It is a time to ponder all those wonderful “learning moments” and the TONS of accomplishments we have made. However, I must alert you to some “gifts” that Contact Centers need this year because there is still so much more to be done. …

A Good Job?

Kathleen Peterson Rants & Raves by Kathleen Peterson

There have been many stories in the news lately about the Employee Experience. There is The New York Times story of the horrors of actually working at Amazon.com and the story of Air France employees who stormed an executive meeting where job cuts were being discussed. The Air France employees literally chased the executives, tore their clothes off, and assaulted …

Customer Experience … The Bottom Line on Financial Objectives

Kathleen Peterson Rants & Raves by Kathleen Peterson

The Customer Experience strategy cannot be provided at a loss if profitability, or even sustainability, is important to your organization. Customer Experience is at the heart of most of today’s executive strategies, but it is execution that matters. Execution determines when and if objectives are met. Strategic plans come complete with all sorts of objectives; of late, financial objectives occupy …