Take on any CX challenge with Pipeline+ Subscribe today.

Kathleen Peterson

PowerHouse Consulting


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

Read More

Articles by Kathleen Peterson

Advocatus Diaboli and the Metric Mirage

The metric mirage is just that—a thin veil disguising a difficult truth—temporarily. Advocatus diaboli urges you to use only the metrics that support the conditions you know to be true.

Operations Service Delivery Operations management


Moment of Truth

A key principle in Moments of Truth is that leadership provides a deep and rich understanding of the WHY… why we do what we do.

Strategy Customer Experience Strategic management


Dawn of a New Day

Far too often, contact centers field so many initiatives and demands that this time of year passes like ‘sands through the hourglass’ and the new dawn passes unnoticed.

Strategy Planning Strategic management


Don’t Push My Buttons

De-escalation is the art of maintaining a focus on the outcome.

People People management Customer Retention


The Hurrier I Go, the Behinder I Get

If quality is the outcome we’re after, hurry has no place in the plan.

Strategy Planning Strategic management






First2345678911