Kathleen Peterson

PowerHouse Consulting


Kathleen M. Peterson is the Chief Vision Officer of PowerHouse Consulting, a call center and telecommunications consulting firm.

Read More


Articles by Kathleen Peterson


Work from Home... Are You Sure of the Future?

It’s time to conduct an in-depth review of three WFH factors: benefits, trade-offs, and risks.

Operations Strategy People Hiring Technology Remote Work Operations Member Exclusive


Go Ahead…Try Something New!

Contribution to Capacity (C2C) is worth trying to improve your center’s performance.

Operations Strategy


The Fine Art of Contact Center Management

The five factors of Caller Tolerance. (Part 2 of 2)

Operations Strategy Customer Experience


The Fine Art of Contact Center Management

Understanding, and responding to, the center’s driving forces. (Part 1 of 2)

Operations Workforce Management Strategy


The New Broom Sweeps Clean

Valuing contributions, small teams, true analytics, and effective hiring and training can make 2022 into a fine year for your contact center.

Operations Strategy