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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

The Case for Preparedness

The Case for Preparedness

Expert Witness Insights for Contact Centers

Current Issue Operations Strategy

Now Hear This!

Now Hear This!

New Measures for Contact Centers

Operations Strategy Customer Experience

The Irony of CX … Vision or Hallucination?

The Irony of CX … Vision or Hallucination?

Promises vs. Operational Realities

Strategy Customer Experience People Development

Blueprint for a Contact Center Annual Report

Blueprint for a Contact Center Annual Report

Content topics to consider for crafting a powerful Report.

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

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