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 …

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 …

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 …