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 …

Game of Phones…Who Wins?

Kathleen Peterson Rants & Raves by Kathleen Peterson

HBO’s popular Sci-Fi hit “Game of Thrones” is the inspiration behind this edition. Game of Thrones pits several “lands” against one another in an attempt to take over the Iron Throne and rule the country (a very simplistic explanation of a terribly complex plot!). It is this tug between complexity and simplicity that inspires this piece about “phones.” Many would …

What, Me Sell the Add-on Sales Program?

Kathleen Peterson Rants & Raves by Kathleen Peterson

“Hey, get with it! Take it to the limit! Fire up! Feel the heat! Clap your hands to the beat!” These are the types of “cheers” we hear when attending certain sporting events. Remember your high school “pep rallies?” Now let’s consider how the notion of “cheers” and “pep rallies” can factor into the ever-popular “add-on” sales programs found in …

If I Were a 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 …

Your Contact Center … The Heart of the Enterprise

Kathleen Peterson Rants & Raves by Kathleen Peterson

February is National Heart Month and February 14th honors St. Valentine and loving hearts everywhere. I would like to expand on the meaning and value of “heart” to include the Contact Center. When properly positioned and provisioned, the well-run Contact Center becomes the very “heart” of the enterprise. Let’s take a quick look at how I have arrived at this …

Turn On and Tune In to the “Stra-Tactical” Method of Contact Center Success

Doug Kolb 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 …