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Contact Center Pipeline Magazine
April 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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Repeating a hold message every 20 seconds will almost certainly increase abandons. People don’t need to be reminded constantly that they are on hold.
Operations Service Delivery COVID-19 Customer Retention
The key to all voice interactions is to reflect positivity and optimism by using words and phrases that build, not break.
People Performance Management Customer Retention
Strategy Planning
Strategy Visibility
Contact center culture is an outcome, not a plan. Culture occurs as a result of actions… not posters, slogans, promises or innuendos.
People Recognition
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
Strategy Customer Experience
People Turnover
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