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.

Episode 12

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.

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