Kathleen Peterson

People are the center of contact centers, so invest in them accordingly

Customer experience excellence is a great marketplace differentiator. But it is only sustainable when supported by all elements within the enterprise.

Ignored or poorly managed visibility is a chronic condition that leaves many centers suffering from enterprise isolation.

Reading and ongoing learning bring new ideas and opportunities to challenge existing beliefs. This is the only true way to grow.

Video interactions are professional speaking engagements as much as they are meetings.

Emphasis on production metrics is reflective of an old-school model that does not apply to today’s complex contact centers.

Engagement is a key ingredient in feeling valued; it is also a prerequisite for an optimistic culture.

Executives across many industries are more aware than ever of the value of the contact center.

Change is often the result of any good assessment, one in which the entire team has been included from the get-go.

The beginning of the new year offers the opportunity to invest time and energy into getting the ‘assessment ball’ rolling.