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

Operation Social Media… 2020

Social media critics are not going away… ever! Organizations must determine the best way to operationalize and integrate this reality into day-to-day activity.

Strategy Visibility

Pushing the Project Pause Button

The more complex your organization, the more likely you are to experience the project pause button during major initiatives where significant change is a factor.

Strategy Planning

Take a Bow… Receive a Round of Applause!

Contact center culture is an outcome, not a plan. Culture occurs as a result of actions… not posters, slogans, promises or innuendos.

People Recognition

Is Your Contact Center a Fantasyland… Or Not?

Leaders must demonstrate that their heart is in the job, and that is only possible when humility governs the use of strength.

Strategy Vision - Mission - Values

Customer Experience… Mystery, Myth, Mission or Magic?

The fact that the customer experience is difficult to define and explain gives it an unfortunate kind of mystery.

Strategy Customer Experience

Turnover… But Not the Good Kind

I believe that employers recognize the value of retention but haven’t necessarily linked it to the requisite investment.

People Turnover

Beware… Five Signals of Customer Care Burnout!

Today’s unemployment rate ought to frighten leaders into providing environments that generate enthusiasm, learning and contribution rather than rules-driven dictatorships.

People Workplace Environment COVID-19 Customer Retention

A Memo About Your Demo

When a proposal has been submitted and the vendor selected to move to the next level of the purchase process, isn’t it a good idea to focus on what was proposed?

Technology Vendor - Management

Cautious Optimism… Taking Ownership of Communication

We are now in a social environment in which conversation has morphed into text messages, social media postings, photos and “emojis.”

People Development

Getting Off to a Flying Start… Or Are You?

When those without a real understanding of what it takes to run a contact center make leadership selections, they may be basing decisions on the wrong criteria.

Strategy Culture

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Kathleen Peterson

Articles by Kathleen Peterson

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