About Kathleen

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.

As the originator of Brand Energy Power™, Kathleen has emerged as one of the most sought-after experts and consulting partner in the field of Customer Experience working with the world’s top customer-focused companies.

Simply put, Kathleen will enthrall you. She brings wit, energy, and a wide breadth of experience to all engagements – and in the process, untangles complex problems by challenging business leaders to rethink their view of the Call Center world.

Kathleen is the author of many stirring articles and is published widely in the most prestigious industry journals in the U.S. and abroad. Her Rants and Raves are featured monthly in the Call Center Times online newsletter. She has also participated in a recent podcast that focuses on how PowerHouse works with systems to elevate their Contact Center environments to the level of strategic asset by optimizing key areas such as people, process, and technology. Click here to listen to Kathleen’s podcast on the Fast Leader Show with Jim Rembach.

As a featured speaker at conferences and Fortune 500 companies, Kathleen has shared her humor, knowledge, and experience across four continents, including Call Center conference keynotes in the United States, London, Paris, Turkey, Dubai, and Hong Kong. She also served as Conference Chair for the North American Conference on Customer Service Management.

Kathleen served for seven years as a Certified Associate of Incoming Calls Management Institute (ICMI) and is an active member of the Society of Communications Technology Consultants (SCTC). Kathleen’s new eBook, Backstage at the Customer Experience … Musings for Contact Center Leaders, is now available for purchase at Amazon.com.

Annual Healthcare Call Center Conference – 2015, 2016, 2017, Advanstar, Europe and U.S., Aspect Customer Experience Conference, Call Centre 2.0 2008 – Dubai, UAE, Call Center Strategy Forum, Customer Service Management Conference, Hong Kong Productivity Council, ICBI, London – Supercall Conference, International Customer Service Association, MECC 2000, Dubai, UAE, National Conference on Operations and Fulfillment (NCOF), Newspaper Association of North America, New Mexico Credit Union League, Northeast Contact Center Forum, PDR International, Turkey, Saskatchewan Call Center Association, Society of Telecommunications Consultants, UK Call Center Management Conference, Incoming Call Center Management (ICCM)