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

How 2 Brand U

10 Ideas for Managing Your Personal Brand

Operations Strategy People Development

Back to School…

Time to Review the Role of Service Level.

Operations Workforce Management People Technology

Carry That Load …

The Art of Resource Planning in the Contact Center.

Operations Strategy

If I Were a Rep . . .

Two powerful changes we can make to support our frontline.

Operations People Development Performance Management

Easy to Get is Hard to Get Rid Of…Ode to Leo J.

Time to explore the possibility of “good turnover” in your center.

Operations Strategy People Hiring Performance Management Turnover

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

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