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

Lost in the Labyrinth… Customers Want out!

The obstacles we face may be due to management practices and NOT to frontline performance issues.

Strategy Customer Experience

Lost in the Labyrinth: C-Level to Cube-Level…Making the Link

Too often at the company’s core, we find executive leaders in denial. They just don’t want to know that their enterprise can’t get the customer experience right.

Strategy Visibility

Lost in the Labyrinth: If Information is Currency, Contact Centers Are Revenue Engines

If information is present, but difficult to get at, the customer relationship, the experience and the company brand will not be advanced.

Strategy Visibility

Healthcare Contact Centers’ No. 1 Success Factor… Proper Governance

Governance becomes very significant as many contact centers begin to emerge across the healthcare system and leaders see that “no one is in charge” of them.

Strategy Planning

Now What? The impact of Chaos on Contact Center Operations

Confusion is a constant companion when it comes to CHAOS and confusion often leads to conflict.

Strategy Planning COVID-19 Remote Work

Joy to the World…10 Wishes for 2018!

Challenge everything, including your last best idea. Contact centers are a sea of change; navigating change means constantly evaluating operational conditions in the center.

Strategy

Five Obstacles to Digital Access in Today’s Healthcare Contact Centers

Healthcare systems must take a long and hard look at these protocol/preferences that force calls to be transferred back to the practice; this scenario is the ultimate digital obstacle.

Operations Service Delivery

Mastering the “Fine Art” of Conversation in a Digital World

People need to engage on a human level to grow conversational skill, which is more an art than a science.

People Development

Survey Says…Human Factors to Consider

There is no more important factor in today’s healthcare contact center than training, and it is far too often given short shrift.

People Performance Management

Complacency: Danger in the Comfort Zone

When complacency dominates a culture it is insidious and has a gradual and cumulative effect. Change is resisted and innovation and creativity become unknown commodities.

People Performance Management

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Kathleen Peterson

Articles by Kathleen Peterson

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