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Contact Center Pipeline Magazine
December Issue
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PowerHouse Consulting
Kathleen M. Peterson is the Chief Vision Officer of PowerHouse Consulting, a call center and telecommunications consulting firm.
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Ignored or poorly managed visibility is a chronic condition that leaves many centers suffering from enterprise isolation.
Strategy Visibility Planning
Strategy
Video interactions are professional speaking engagements as much as they are meetings.
Strategy COVID-19 Remote Work Remote Work Operations Strategy
Emphasis on production metrics is reflective of an old-school model that does not apply to today’s complex contact centers.
Operations Workforce Management Service Delivery
Engagement is a key ingredient in feeling valued; it is also a prerequisite for an optimistic culture.
People Engagement Culture Workplace Environment
Executives across many industries are more aware than ever of the value of the contact center.
Strategy Visibility COVID-19
Strategy Planning
The beginning of the new year offers the opportunity to invest time and energy into getting the ‘assessment ball’ rolling.
Even those organizations that struggled with technology weaknesses and the deployment of work-from-home navigated that weakness with the strength of leadership.
Strategy COVID-19 Remote Work Strategy
You must create a learner-based culture of strong and smart business people that are treated and provisioned in a way that optimizes, not minimizes, their talent.
Strategy Customer Experience Remote Work Strategy