About the podcast
This podcast was designed to inspire on stage and backstage players to act in the interest of the Customer Experience. Host, Kathleen Peterson has 30+ years in the Customer Care industry and is one of today’s most sought-after experts in the field of the Customer Experience. On this series Kathleen speaks candidly about everything from strategic visioning at the executive level to tactical aspects of running a Contact Center to human elements that tie it all together … ultimately, inspiring you to take the show on the road in order to deliver on the Customer Experience strategy.
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Episodes
Goodbye 2020 Lessons Learned Chapter Four – Assist and Escalation
In the final installment of our series on the Contact Center realities in the era of Covid, Kathleen and Senior PowerHouse Consultant Dennis Hauser discuss knowledge base tools and the need for assist and escalation support for work at home agents.
Goodbye 2020 Lessons Learned Chapter Three — Training
In the third installment of our series on the Contact Center realities in the era of Covid, Kathleen and Senior PowerHouse Consultant Dennis Hauser discuss new training challenges facing Contact Center organizations.
Goodbye 2020 Lessons Learned Chapter Two — Hiring
In the second in our series focused on new Contact Center challenges in the era of Covid, Kathleen and Senior PowerHouse Consultant Dennis Hauser discuss new hiring challenges facing Contact Center organizations.
In the first of a series of episodes focused on new Contact Center challenges in the era of Covid, Kathleen and Senior PowerHouse Consultant Dennis Hauser discuss how the current pandemic disruption has exposed strengths and weaknesses within Contact Center organizations.
Work From Home – The New Reality
Kathleen and Senior PowerHouse Consultant Dennis Hauser discuss the new work from home reality. Agent (and customer) fatigue is beginning to impact productivity and morale as we realize the pandemic is not a short-term inconvenience, but rather a long-term paradigm shift.
Kathleen and PowerHouse Director of Marketing and Operations, Hannah Karamanoogian discuss the role of strategic communication for frontline staff.
Creating a QUALITY Quality Program
Kathleen Peterson and PowerHouse Senior Consultant, Brynn Palmer, discuss key elements to consider when building an effective Quality Program.
If Information is Currency, Are Contact Centers Revenue Engines?
In this episode Kathleen and PowerHouse Director of Marketing and Operations, Hannah Karamanoogian, discuss how the Contact Center dominates as a remarkable enterprise resource for information, a singular source of customer intelligence, and new ways to add value.
Human Challenges Of The New Normal
In this episode Kathleen walks us through the trials and trauma that could be associated with our current COVID-19 crisis – from ensuring new remote workers have sufficient space to accomplish their day to day routines to maintaining mental health during these tough times.
In this episode Kathleen talks about navigating the choppy waters of dealing with high emotions and taking the best route to get to the other side unscathed.
Kathleen and PowerHouse Director of Marketing and Operations, Hannah Karamanoogian discuss the issue of burnout in the Age of Covid-19.
Reducing Resistance To Change … How To Foster Buy In
In this episode Kathleen and PowerHouse Director of Marketing and Operations, Hannah Karamanoogian, discuss the impact of change and how to address this with your teams in order to keep momentum amidst growth and new environments.