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X-WR-CALDESC:Events for PowerHouse Consulting
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DTSTART;VALUE=DATE:20190410
DTEND;VALUE=DATE:20190701
DTSTAMP:20261106T111109
CREATED:20190517T142351Z
LAST-MODIFIED:20190517T142750Z
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SUMMARY:Kathleen featured on RapportBoost.AI podcast with David Oakes - Part 1
DESCRIPTION: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. \nClick here to go to the podcast.
URL:https://powerhouse1.com/event/kathleen-featured-rapportboost-ai-podcast-david-oakes-part-1/
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BEGIN:VEVENT
DTSTART;TZID=America/New_York:20181003T130000
DTEND;TZID=America/New_York:20181003T170000
DTSTAMP:20261106T111109
CREATED:20180913T130144Z
LAST-MODIFIED:20180920T194920Z
UID:1001-1538571600-1538586000@powerhouse1.com
SUMMARY:Contact Center Ideas and Innovations Tour 2018 - Boston
DESCRIPTION: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. \nWe 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 or two…You won’t want to miss the Boston stop of this National Tour! \nTopic: Vision and Visibility\nPresenter: Kathleen Peterson \nClick here to register.
URL:https://powerhouse1.com/event/contact-center-ideas-innovations-tour-2018-boston/
LOCATION:Granite Links Golf Club\, 100 Quarry Hills Drive\, Quincy\, MA\, 02169\, United States
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BEGIN:VEVENT
DTSTART;VALUE=DATE:20180613
DTEND;VALUE=DATE:20180616
DTSTAMP:20261106T111109
CREATED:20180123T195517Z
LAST-MODIFIED:20180123T195517Z
UID:902-1528848000-1529107199@powerhouse1.com
SUMMARY:30th Annual Conference of Healthcare Call Centers\, Pittsburgh\, PA
DESCRIPTION: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. \nPre-Conference Session I: Optimizing Your Productivity: Workforce Management 202 for the Call Center Leader\nWednesday\, June 13th\, 9:00 a.m. – Noon\nPresenter: Kathleen Peterson \nClick here for detailed Conference Program \nClick here to register
URL:https://powerhouse1.com/event/30th-annual-conference-healthcare-call-centers-pittsburgh-pa/
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BEGIN:VEVENT
DTSTART;TZID=America/New_York:20180530T140000
DTEND;TZID=America/New_York:20180530T150000
DTSTAMP:20261106T111109
CREATED:20180524T141606Z
LAST-MODIFIED:20180524T141834Z
UID:948-1527688800-1527692400@powerhouse1.com
SUMMARY:Webinar - Contact Center Strategies for Digital Readiness
DESCRIPTION: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 operations and digital readiness. \nThis session will discuss how to go about identifying issues that are obstacles to digital readiness and what to do about it. We will discuss an approach to identify obstacles and crafting plans to improve. In this webinar we will cover core barriers to digital access that may serve as a baseline for assessing your digital readiness. \nTopics covered during this webinar include: \n\nAlignment to Strategy – the Changing Role of Contact Centers\nAccess to Relevant\, Actionable Information\nDrag of Paper Processes\nImpact of Manual Integration\nImpact of Cross-functional RelationshipsSecure Executive Support and Governance\n\nPanelist Kathleen Peterson: Founder and Chief Vision Officer of PowerHouse Consulting\, Kathleen Peterson is also an acclaimed Call Center consultant and recognized industry visionary. Kathleen offers a refreshing and sometimes challenging philosophy to positioning the Call Center as the true lifeline of the enterprise – believing that vision\, brand\, leadership\, and execution combine to deliver a powerful Customer Experience. \n  \n  \n\n\n\nWebinar sponsored by: \nPanviva\nWhen Seconds Count\, Panviva Delivers\nPanviva is a content and knowledge-management (KM) system providing on-demand\, real-time answers that solve your customers’ most immediate problems. Panviva organizes and manages your content—policies\, procedures\, technical documentation\, FAQs—into simple bites of information that customers can easily understand and customer service reps can easily explain. Panviva provides a better experience for customers because they receive the help they need from your customer service reps faster. It provides a better experience for employees because they have confidence that the information they are providing is current\, accurate and timely—allowing for s more time spent caring for the customer rather than hunting for information. Visit panviva.com to learn more!
URL:https://powerhouse1.com/event/webinar-contact-center-strategies-digital-readiness/
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BEGIN:VEVENT
DTSTART;TZID=America/New_York:20171116T140000
DTEND;TZID=America/New_York:20171116T150000
DTSTAMP:20261106T111109
CREATED:20171108T151355Z
LAST-MODIFIED:20171108T161221Z
UID:831-1510840800-1510844400@powerhouse1.com
SUMMARY:LIVE WEBINAR: Improving Customer Experience in an Increasingly Complex Contact Center Environment
DESCRIPTION: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. \nIn 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 has informed businesses and improved their processes – all while creating a positive impact on the customer experience. \nRegister Now\nTOPICS TO BE DISCUSSED \n\nStrategic drivers & tactical execution of CX and agent training programs.\nCreating efficiency in the contact center.\nEase of interaction for customers and agents.\nBusiness cases of applying speech analytics and automated call scoring to improve processes and performance in the contact center.\n\nMeet the experts\nKathleen Peterson \nFounder and Chief Vision Officer of PowerHouse Consulting\, Kathleen Peterson is also an acclaimed Call Center consultant and recognized industry visionary. Kathleen offers a refreshing and sometimes challenging philosophy to positioning the Call Center as the true lifeline of the enterprise – believing that vision\, brand\, leadership\, and execution combine to deliver a powerful Customer Experience. \n  \n  \nCliff LaCoursiere\nCliff LaCoursiere has over 20 years of experience creating\, building and growing markets for both existing and new product categories. As the vice president of CallFinder\, Cliff leads the sales team\, and directs the development and execution of the company’s product development and marketing strategy. Cliff has extensive knowledge in the speech analytics and SaaS industry\, and co-founded CallMiner. \n  \n\nABOUT CALLFINDER:\nCallFinder® is cloud-based speech analytics technology that is powerful\, affordable\, and easy to use. We index and categorize 100% of your customer and agent interactions\, transforming the unstructured\, unleveraged data contained within conversations into actionable business intelligence so you can improve agent performance and positively impact the customer experience. \nLEARN MORE AT MYCALLFINDER.COM
URL:https://powerhouse1.com/event/live-webinar-using-technology-improve-cx-agent-performance/
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BEGIN:VEVENT
DTSTART;VALUE=DATE:20170914
DTEND;VALUE=DATE:20170915
DTSTAMP:20261106T111109
CREATED:20170714T165502Z
LAST-MODIFIED:20170831T182313Z
UID:768-1505347200-1505433599@powerhouse1.com
SUMMARY:UWEBC – Business Best Practices and Emerging Technologies Conference  - Monoma Terrace\, Madison\, Wisconsin
DESCRIPTION: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. \nCustomer Service Track \nPresenter: Kathleen Peterson \nTopic: Backstage at the Customer Experience
URL:https://powerhouse1.com/event/uwebc-business-best-practices-emerging-technologies-conference-monoma-terrace-madison-wisconsin/
END:VEVENT
BEGIN:VEVENT
DTSTART;VALUE=DATE:20170607
DTEND;VALUE=DATE:20170610
DTSTAMP:20261106T111109
CREATED:20170126T153909Z
LAST-MODIFIED:20170404T174919Z
UID:491-1496793600-1497052799@powerhouse1.com
SUMMARY:29th Annual Conference of Healthcare Call Centers\, Salt Lake City\, UT
DESCRIPTION: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. \nPre-Conference Session 1: The STP Formula for Growth: Strategy\, Technology\, and People \nWednesday\, June 9\, 9:00 a.m. to Noon \nPresenter: Kathleen Peterson \nClick here for detailed Conference Program \nClick here to register
URL:https://powerhouse1.com/event/29th-annual-conference-healthcare-call-centers-salt-lake-city-ut/
END:VEVENT
BEGIN:VEVENT
DTSTART;VALUE=DATE:20170405
DTEND;VALUE=DATE:20170501
DTSTAMP:20261106T111109
CREATED:20170405T145445Z
LAST-MODIFIED:20170405T145445Z
UID:604-1491350400-1493596799@powerhouse1.com
SUMMARY:Kathleen featured on the Podcast - The Fast Leaders Show with Jim Rembach / Episode 115: I actually flew off the handle
DESCRIPTION: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 she clashed with the project manager. She was right and she chose to fight. This episode sent Kathleen on a journey of discovery and learning. Listen to learn where she went and how she ended up learning that being right is useless. \nClick here to go to the Podcast
URL:https://powerhouse1.com/event/kathleen-featured-podcast-fast-leaders-show-jim-rembach-episode-115-actually-flew-off-handle/
END:VEVENT
BEGIN:VEVENT
DTSTART;VALUE=DATE:20161207
DTEND;VALUE=DATE:20161208
DTSTAMP:20261106T111109
CREATED:20161012T192313Z
LAST-MODIFIED:20161012T192313Z
UID:49-1481068800-1481155199@powerhouse1.com
SUMMARY:Northeast Contact Center Forum (NECCF)
DESCRIPTION: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. \nThe NECCF is a recognized 501c3 non-profit organization. There are no membership requirements or dues. We feature four quarterly events per calendar year. Registration fees apply for each event hosted.
URL:https://powerhouse1.com/event/northeast-contact-center-forum-neccf/
LOCATION:Winter Forum –  – Franklin Country Club\, 672 East Central Street\, Franklin\, MA\, 02038\, United States
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