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Kathleen Peterson

PowerHouse Consulting

Kathleen M. Peterson is the Chief Vision Officer of PowerHouse Consulting, a call center and telecommunications consulting firm.

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Articles by Kathleen Peterson

Blueprint for a Contact Center Annual Report

Blueprint for a Contact Center Annual Report

Content topics to consider for crafting a powerful Report.

Current Issue Operations Reporting Strategy Customer Experience Planning

Gracious Gratitude

Gracious Gratitude

In spite of it all

Strategy Customer Experience People Workplace Environment

Elevate Your Contact Center to an Operational Powerhouse…

Elevate Your Contact Center to an Operational Powerhouse…

A powerhouse of scalability, capability, and profitability!

Operations Workforce Management Strategy Customer Experience

Healthcare Contact Centers

Healthcare Contact Centers

It’s time to shine!

Operations Strategy

The Fine Art of Contact Center Management – Part 2

The Fine Art of Contact Center Management – Part 2

The five factors of Caller Tolerance.

Operations Strategy

The Fine Art of Contact Center Management - Part 1

The Fine Art of Contact Center Management - Part 1

Understanding and responding to, the center’s driving forces.

Operations Strategy

Shoe-Leather Reporting

Shoe-Leather Reporting

Write a report worth reading!

Operations Reporting Strategy

Is Your Contact Center Overexercised?

Is Your Contact Center Overexercised?

The importance of understanding the impact of underestimating and under provisioning the Contact Center.

Strategy Customer Experience People Development Culture Turnover

Contact Center Leaders…Can You Rise to the Challenge?

Contact Center Leaders…Can You Rise to the Challenge?

Key initiatives to contact center success.

Operations Strategy Customer Experience

Happy Fifteenth Anniversary

Happy Fifteenth Anniversary

My five wishes!

Strategy Vision - Mission - Values Visibility People

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