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 …