Podcast – Contact Center Insights with Nancy Munro of Verbal Transactions featuring Kathleen Peterson – PowerHouse Consulting – Teach Vendors How to Listen!

Kathleen Peterson Articles

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 …

Nothing Ventured, Nothing Gained

Kathleen Peterson Articles

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.

Operation Social Media … 2020

Kathleen Peterson Articles

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.

Pushing the Project Pause Button

Kathleen Peterson Articles

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.

Take a Bow … Receive a Round of Applause

Kathleen Peterson Articles

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.

Is Your Contact Center a Fantasyland … or Not?

Kathleen Peterson Articles

Leaders must demonstrate that their heart is in the job, and that is only possible when humility governs the use of strength. Four important leadership lessons Contact Centers can learn from classic Disney tales.

Customer Experience … Mystery, Myth, Mission or Magic?

Kathleen Peterson Articles

The ability for organizations to define in specific terms what the Customer Experience actually means in either strategic or tactical terms is woefully limited. But what is the Customer Experience really? Is it a mystery, a myth, a mission or simply magic? Uncovering the magic of making it all work to deliver a stellar Customer Experience.

Turnover … But Not The Good Kind

Kathleen Peterson Articles

A top issue in Contact Centers is retention of talent at the front line. A poor investment in frontline job quality will cost employers in higher turnover. How to recognize the value of retention and link it to the requisite investment to reduce turnover.

Beware … Five Signals of Customer Care Burnout

Kathleen Peterson Articles

Today’s unemployment rate ought to frighten leaders into providing environments that generate enthusiasm, learning and contribution rather than rules-driven dictatorships. How to manage demand and create a healthy, thriving operation that delivers on the brand and customer.

A Memo About Your Demo

Kathleen Peterson Articles

It is always a good sign when investments in technology are being made. Typically, technology providers are asked to deliver a system “demo.” 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. Tips for the …