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Contact Center Pipeline Magazine
April Issue
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PowerHouse Consulting
Kathleen M. Peterson is the Chief Vision Officer of PowerHouse Consulting, a call center and telecommunications consulting firm.
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Greetings, music and messaging on hold shape your customer’s first impressions.
Strategy Customer Experience Operations management
Far too often, the resolution process contains a defensive posture that really only serves to frustrate—in some cases infuriate—the customer.
Strategy Customer Experience People management
The metric mirage is just that—a thin veil disguising a difficult truth—temporarily. Advocatus diaboli urges you to use only the metrics that support the conditions you know to be true.
Operations Service Delivery Operations management
A key principle in Moments of Truth is that leadership provides a deep and rich understanding of the WHY… why we do what we do.
Strategy Customer Experience Strategic management
Far too often, contact centers field so many initiatives and demands that this time of year passes like ‘sands through the hourglass’ and the new dawn passes unnoticed.
Strategy Planning Strategic management
De-escalation is the art of maintaining a focus on the outcome.
People People management Customer Retention
People Performance Management People management