Area of expertise:
Contact center strategic visioning; working with executive leadership across multiple industries to design high-quality, strategically focused contact centers.
What is your background in the industry?
I have 30+ years in the contact center industry with a background in voice technology. I served 10 years with ICMI and was the second associate to become certified. I have spent the last 20+ years leading teams on strategic contact center initiatives across industries to assess and improve business processes and organizational practices.
What do you consider to be your greatest achievement?
I have a strong foundation to build my professional life upon: 40 years married to my life and business partner; two accomplished sons chosen by wonderful women; and four nearby grandchildren. I love my work, but I’ve always viewed it as a “fundraiser” for my real life. That’s worked out really well!
What do you see as the greatest challenge facing the contact center industry?
Executive Leadership. Contact centers fight many of the same battles to secure what is needed to meet escalating and evolving consumer demands. The ability for contact center leaders to make the case, to demonstrate and link contact center value to strategy will be critical to securing necessary assets.
What would contact center folks be surprised to learn about you?
Family instilled a strong political streak in me. Years ago, I participated in local campaigns and attended anti-war and women’s rights demonstrations. I’ve had two unsuccessful runs for the New Hampshire State Senate. The second time, I saw ugly behaviors and declared, “If I win, I’ll be the first winner to demand a recount.” Happily, I lost!
Recent Contact Center Pipeline articles by KATHLEEN:
Strategic Communication: Techniques of Best-in-Class Voice Interactions
Nothing Ventured, Nothing Gained
Operation Social Media… 2020
Pushing the Project Pause Button
Take a Bow… Receive a Round of Applause!
Backstage at the Patient Experience: Centralized Appointment Scheduling
CONNECT WITH KATHLEEN ON SOCIAL MEDIA:
PowerHouse Consulting is a renowned management consulting firm specializing in operationalizing the Customer Experience; our consultants are recognized experts in the design and implementation of Contact Center strategy and associated technologies.