All About Ease

Kathleen Peterson Rants & Raves by Kathleen Peterson

The 1950 movie “All About Eve” starring Bette Davis is a “backstage” story revolving around an aspiring stage actress named Eve Harrington. Tattered and forlorn, Eve shows up in the dressing room of Broadway mega-star Margo Channing and tells a melancholy life story to Margo and her friends. Margo takes Eve “under her wing,” but it turns out that Eve …

The Moving Sidewalk of Executive Leadership

Kathleen Peterson Rants & Raves by Kathleen Peterson

Few would dispute the importance of leadership when it comes to managing Contact Center operations. After all, a business unit with so much contact, so many people, and so many systems absolutely requires the best the enterprise has to offer! Then why is it that so many Contact Centers are led by those who appear to be on a moving …

Are You Sure … Your Contact Center is on Solid Ground?

Kathleen Peterson Rants & Raves by Kathleen Peterson

Like the pilings of the Brooklyn Bridge or the steel and concrete foundation of a building, organizations need to rest upon solid ground. That means a solid foundation … one that drives management practices, technology acquisitions, and customer relationships. Contact Centers must operate on solid ground or they will crumble – ¬†increasing costs while diminishing the Customer and Employee Experience. …

Dear Santa … from the Contact Center

Kathleen Peterson Rants & Raves by Kathleen Peterson

Dear Santa, I have been a very good Contact Center this year, so I am writing to let you know what I want for Christmas. I bet that many other good Contact Centers want the same! First of all, could you bring some nice new chairs for my agents? The frontline folks sit in their chairs throughout their shifts day …

The Journey Is Underway … Step It Up!

Kathleen Peterson Rants & Raves by Kathleen Peterson

Welcome to the next big word in Contact Centers … the “journey.” If you haven’t heard it yet, you will – the customer journey, the technology journey, the change journey. Just fill in whatever business issue you are facing and add the word “journey.” You get the idea. I have no problem with the word “journey.” It is a visually …

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 many 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 …

Are You Running on Empty?

Kathleen Peterson Rants & Raves by Kathleen Peterson

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

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 …