Kathleen Peterson

The key to all voice interactions is to reflect positivity and optimism by using words and phrases that build, not break.

Sometimes it feels safer to discuss, evaluate and delay rather than decide, act and move forward.

Social media critics are not going away… ever! Organizations must determine the best way to operationalize and integrate this reality into day-to-day activity.

The more complex your organization, the more likely you are to experience the project pause button during major initiatives where significant change is a factor.

Contact center culture is an outcome, not a plan. Culture occurs as a result of actions… not posters, slogans, promises or innuendos.

Leaders must demonstrate that their heart is in the job, and that is only possible when humility governs the use of strength.

The fact that the customer experience is difficult to define and explain gives it an unfortunate kind of mystery.

I believe that employers recognize the value of retention but haven’t necessarily linked it to the requisite investment.

Today’s unemployment rate ought to frighten leaders into providing environments that generate enthusiasm, learning and contribution rather than rules-driven dictatorships.

When a proposal has been submitted and the vendor selected to move to the next level of the purchase process, isn’t it a good idea to focus on what was proposed?