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

Plan and Measure = Pleasure

The ability to properly plan, and measure the performance of the plan, improves your contact center’s visibility as a valued asset.

Operations Reporting Strategy Planning

Trends in Healthcare… Some May Surprise You

Healthcare contact centers are growing not only in numbers but also in scale.

Strategy

Clear Path to Healthcare Access… Four Pillars of Readiness

How to assess your people, process, technology and call center management readiness for optimum success.

Strategy Planning

Lost in the Labyrinth: Brand Energy Power and Vision Clarity

Engage the workforce in fueling the brand to change internal conversations and get the energy flowing in the right direction.

Strategy Vision - Mission - Values

Lost in the Labyrinth: Visionary or Radical?

Unfortunately, as long as the C-level talks about customer experience and the contact center talks about erlangs, not much more progress can be made.

Strategy Vision - Mission - Values

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

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Kathleen Peterson

Articles by Kathleen Peterson

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