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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

If I Were a Rep . . .

If I Were a Rep . . .

Two powerful changes we can make to support our frontline.

Operations People Development Performance Management

Easy to Get is Hard to Get Rid Of…Ode to Leo J.

Easy to Get is Hard to Get Rid Of…Ode to Leo J.

Time to explore the possibility of “good turnover” in your center.

Operations Strategy People Hiring Performance Management Turnover

Work from Home... Are You Sure of the Future?

Work from Home... Are You Sure of the Future?

It’s time to conduct an in-depth review of three WFH factors: benefits, trade-offs, and risks.

Operations Strategy People Hiring Technology Remote Work Operations

Go Ahead…Try Something New!

Go Ahead…Try Something New!

Contribution to Capacity (C2C) is worth trying to improve your center’s performance.

Operations Strategy

The Fine Art of Contact Center Management

The Fine Art of Contact Center Management

The five factors of Caller Tolerance. (Part 2 of 2)

Operations Strategy Customer Experience

The Fine Art of Contact Center Management

The Fine Art of Contact Center Management

Understanding, and responding to, the center’s driving forces. (Part 1 of 2)

Operations Workforce Management Strategy

The New Broom Sweeps Clean

The New Broom Sweeps Clean

Valuing contributions, small teams, true analytics, and effective hiring and training can make 2022 into a fine year for your contact center.

Operations Strategy

Culture Shift: Contact Center Management in the Age of Experience

Culture Shift: Contact Center Management in the Age of Experience

How to move from cost- and task-based to value- and
experienced-based operations.

Operations Strategy Customer Experience

Taking Care of Contact Center Business

Taking Care of Contact Center Business

People are the center of contact centers, so invest in them accordingly

People

The Power of Process to Shape Customer Experience Excellence and Fuel Efficiency

The Power of Process to Shape Customer Experience Excellence and Fuel Efficiency

Customer experience excellence is a great marketplace differentiator. But it is only sustainable when supported by all elements within the enterprise.

Strategy Vision - Mission - Values Customer Experience Visibility

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