Kathleen Peterson works with many growing, quality focused organizations looking to achieve excellence when it comes to delivering on the Customer Experience – across all access channels. She has a very strong practice in Healthcare right now working with many systems to elevate their Contact Center environments to the level of strategic asset by optimization in key areas like people, process, and technology. In this podcast, Kathleen describes how she was in the midst of a large training project when she clashed with the project manager. She was right and she chose to fight. This episode sent Kathleen on a journey of discovery and learning. Listen to learn where she went and how she ended up learning that being right is useless.