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