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December 2016

Northeast Contact Center Forum (NECCF)

December 7, 2016
Winter Forum – – Franklin Country Club, 672 East Central Street
Franklin, MA 02038 United States
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The NECCF was founded in February 2001 by contact center executives and specialists who wanted an unbiased "user group" to facilitate the exchange of ideas among contact center executives and managers. Since that time, the NECCF has grown and remained committed to addressing the day to day management concerns and strategic planning needs of contact center professionals throughout the region including Massachusetts, Connecticut, New Hampshire, Rhode Island, Vermont and Maine. The NECCF is a recognized 501c3 non-profit organization. There are…

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April 2017

Kathleen featured on the Podcast – The Fast Leaders Show with Jim Rembach / Episode 115: I actually flew off the handle

April 5, 2017 - April 30, 2017

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…

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June 2017

29th Annual Conference of Healthcare Call Centers, Salt Lake City, UT

June 7, 2017 - June 9, 2017

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 1: The STP Formula for Growth: Strategy, Technology, and People Wednesday, June 9, 9:00 a.m. to Noon Presenter: Kathleen Peterson Click here for detailed Conference Program Click here to register

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September 2017

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

September 14, 2017

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 annual conference kicks off a content-packed day with the Opening Keynote, featuring a thought leader in emerging technologies and innovative strategies. 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. The day wraps up with a Closing Keynote. Customer Service Track…

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November 2017

LIVE WEBINAR: Improving Customer Experience in an Increasingly Complex Contact Center Environment

November 16, 2017 @ 2:00 pm - 3:00 pm

Customers expect agents to solve their problems quickly, despite the fact that they're working within an increasingly complex contact center environment, using multiple technologies to serve up the best customer experience, while having to find workarounds to broken business processes for a smooth customer interaction. In this webinar, you'll learn how speech analytics can be employed in your contact center environment and used to align your customers’ digital and human experiences. Plus we'll share practical business cases where speech analytics…

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