PowerHouse Consulting

Balancing act is defined as “a circus act in which a performer displays his or her balancing ability.” This definition can often accurately describe a Contact Center and be used to address the increasingly complex issues leaders may juggle in their Contact Centers. Three conditions leaders take on that contribute to a circus-like atmosphere.

As we return to our “new normal” Contact Center leaders have a unique responsibility to influence the overall direction that their business unit will assume. This is true even when one is faced with the kinds of conditions many must confront today. Strategies to lead with passion and optimism when planning for the “new normal.”

Healthcare Contact Centers experienced dramatic, rapid changes in the last year while adjusting to new work from home dynamics. Many moved frontline agents home in record time, although with varied levels of readiness. Don’t ignore the lessons learned from COVID-19. A look into the importance giving readiness and state-of-the-art investment a place in ROI calculations.

Contact Centers have been in the Hold On, I’m Comin’ business since their inception. From delay announcements to the busy signal Contact Centers continue to struggle with how to handle callers on hold. A look at the current options for putting callers on hold and their effectiveness.

Today’s Contact Centers continue to expand their channel mix beyond voice to keep up with the com­munication demands of consumers and prospects. However, voice traffic is still more than 60% of overall traffic. The key to best-in-class voice interactions is to reflect positivity and optimism by using words and phrases that build, not break. Phone skills refresher to help your …

We’ve all had to sit through some type of vendor demo in the past – some more painful than others. Too often when a proposal has been submitted and the vendor selected to move to the next level of the purchase process, we see the demo focus on things other than what was proposed. In this episode, Kathleen and Nancy …

Management of today’s Contact Centers are challenged by many factors, with some to the point of exhaustion. Sometimes it feels safer to discuss, evaluate, and delay rather than decide, act, and move forward. How to create a plan of action to move out of the safety zone and make progress toward your goals.

Thanks in part to social media, customers have never been more visible or powerful as they are today. Organizations must determine the best way to operationalize and integrate this reality into day-to-day activity. A look at the new and challenging demands placed on organizations and strategies to navigate them.

The more complex your organization, the more likely you are to experience the project pause button during major initiatives where significant change is a factor. How to keep an eye out for “threats” in order to address them head on so that they don’t derail transformational change.

Contact Center culture is an outcome, not a plan. Culture occurs as a result of actions … not posters, slogans, promises, or innuendos. A look at an easy, cost-free strategy to foster agent engagement and high-impact outcomes.