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May 2018

Webinar – Contact Center Strategies for Digital Readiness

May 30, 2018 @ 2:00 pm - 3:00 pm

Today's Contact Centers are experiencing something of a transformation; moving from a back office factory like production environment to a strategic asset. Centers today have the opportunity to make major contributions to strategic objectives such as growth, efficiency, and customer experience. Essentially Contact Center leaders must be prepared to deliver on the future, to look at each and every interaction and transaction through the lens of the customer experience. Leaders must now understand, manage, and report on things like Omni-channel…

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June 2018

30th Annual Conference of Healthcare Call Centers, Pittsburgh, PA

June 13, 2018 - June 15, 2018

Healthcare Call Center Times is proud to sponsor this year’s Annual Conference of Healthcare Call Centers. This industry leading and timely conference will have some of the Healthcare call center’s most respected authorities on hand to share their experiences and ideas. Pre-Conference Session I: Optimizing Your Productivity: Workforce Management 202 for the Call Center Leader Wednesday, June 13th, 9:00 a.m. - Noon Presenter: Kathleen Peterson Click here for detailed Conference Program Click here to register

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October 2018

Contact Center Ideas and Innovations Tour 2018 – Boston

October 3, 2018 @ 1:00 pm - 5:00 pm
Granite Links Golf Club, 100 Quarry Hills Drive
Quincy, MA 02169 United States

Join Contact Center Nation, Contact Center Pipeline Magazine, Panviva, UpstreamWorks, Calabrio, Aspect, Community WFMSG, Shore Group, Five9, Knoah Solutions, Plantronics, Fonolo and a pool of your industry peers for an interactive experience focused on your Call Center. We have assembled a robust delegation of subject matter experts to share industry insights. Hear firsthand what should be on your radar to keep your Contact Center cutting-edge in the midst of new technologies and everchanging customer expectations. This exciting day is chock full of learning, networking, FUN and prizes galore including cash giveaways! Grab a colleague…

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April 2019

Kathleen featured on RapportBoost.AI podcast with David Oakes – Part 1

April 10, 2019 - June 30, 2019

Listen to Part 1 of the RapportBoost.AI interview with PowerHouse Consulting’s, Chief Vision Officer, Kathleen Peterson, one of the foremost experts in Customer Experience management. Learn how organizations need to be more strategic in their practices. Click here to go to the podcast.

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Kathleen featured on RapportBoost.AI podcast with David Oakes – Part 2

April 18, 2019 - June 30, 2019

Listen to Part 2 of the RapportBoost.AI interview with PowerHouse Consulting’s, Chief Vision Officer, Kathleen Peterson, one of the foremost experts in Customer Experience management. Learn how organizations need to be more strategic in their practices. Click here to go to the podcast.

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June 2019

31st Annual Conference of Healthcare Call Centers, Atlanta, GA

June 12, 2019 - June 14, 2019

Healthcare Call Center Times is proud to sponsor this year’s Annual Conference of Healthcare Call Centers. This industry leading and timely conference will have some of the Healthcare call center’s most respected authorities on hand to share their experiences and ideas. Pre-Conference Session III: Understanding the Data: Assessing Your Customer Service and Call Metrics Wednesday, June 12th, 1:15 p.m. - 4:15 p.m. Presenter: Kathleen Peterson Click here for detailed Conference Program Click here to register

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September 2019

UWEBC – Business Best Practices and Emerging Technologies Annual Conference – Monona Terrace, Madison, Wisconsin

September 24, 2019

The UW E-Business Consortium’s annual Business Best Practices and Emerging Technologies Conference is Wisconsin’s largest gathering of business and technology professionals. The event features four parallel tracks — Customer Service, Information Technology, Marketing and Supply Chain Management — with tailored content from industry leaders and subject-matter experts. Customer Service Track Presenter: Kathleen Peterson Topic: Learned Leaders Make Customer Experience Happen What did you need to know to land in Customer Service? How have you managed to adapt to the ever changing world of…

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November 2019

Contact Center Ideas & Innovations Tour Boston

November 5, 2019 @ 1:00 pm - 5:00 pm
Granite Links Golf Club, 100 Quarry Hills Drive
Quincy, MA 02169 United States
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IDEAS - Executive Talk Interviews: Conversation Style Interviews featuring the best of the best Local Contact Center Leaders on a variety of hot topics! Join us as we sit down with Kathleen Peterson, a true Contact Center Industry Guru, Founder and Chief Vision Officer of PowerHouse Consulting. We will also be talking about "The Intersection of Technology, Inudustry & People" with Christopher Drury, Customer Care Manager, Blount Fine Foods. Click here for more information.

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February 2020

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

February 18 - April 18

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 discuss tips for the vendor community on how to improve the value of demos to Contact Center prospects. Kathleen shares…

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June 2020

Heathcare Call Center’s 32nd Annual Conference

June 10 - June 12
Renaissance Columbus Downtown Hotel, Columbus, Ohio, Renaissance Columbus Downtown Hotel
Columbus, OH United States
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“Powering Up Your Call Center’s Performance” : 2020 Conference of Healthcare Call Centers Keynote Presentation - Friday, June 12th, 8:00-9:15 a.m. “The Times They Are a-Changin’” Change: We all know it’s inevitable and yet many of us resist change. The status quo can seem comfortable and easy, but the status quo is not going to cut it in the fast moving healthcare call center world. We need to be open to change, no matter how hard it is for us.…

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