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 …

Brand and Culture Need Your Support!

Kathleen Peterson Rants & Raves by Kathleen Peterson

Brand is about “meaning not marketing,” says Tom Peters. What does brand mean in your company? Is it about quality products, speedy delivery, and accurate orders? Or does it mean slogans, spin, packaging, and advertising? Brand may mean any or all of these things. These elements of brand represent the external view of a company. When brand begins to involve the customer, the …

Beware the Customer Experience Coma

Kathleen Peterson Rants & Raves by Kathleen Peterson

Summer is a time when we are blessed with the opportunity to “unplug” and take a break – aka a vacation! (Please be sure to use this renewal tool.) Americans have less vacation time than many other countries and we still don’t even use the time we have! Our professional intellects will improve by taking that vacation time; we will …

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 …