Backstage at the Customer Experience

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

If Information is Currency, Are Contact Centers are 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.

Dealing With Difficult People

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.

Running On Empty

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.