12 episodes
Backstage at the Customer Experience PowerHouse Consulting
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- Business
This podcast will inspire on stage & backstage players to act in the interest of the Customer Experience. Host, Kathleen Peterson has 30+ years in the Customer Care industry & is a sought-after expert in the field of the Customer Experience. On this series Kathleen speaks candidly about everything from strategic visioning at the executive level to tactical aspects of running a Contact Center and the human elements that tie it together ... ultimately, inspiring you to take the show on the road and deliver on the Customer Experience strategy.
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Goodbye 2020 Lessons Learned Chapter Four - Assist and Escalation
In the final installment of our series on the contact center realities in the era of Covid, Kathleen and Senior PowerHouse Consultant Dennis Hauser discuss knowledge base tools and the need for assist and escalation support for work at home agents.
Please send any comments or topic suggestions to info@powerhouse1.com -
Goodbye 2020 Lessons Learned Chapter Three -- Training
In the third installment of our series on the contact center realities in the era of Covid, Kathleen and Senior PowerHouse Consultant Dennis Hauser discuss new training challenges facing contact center organizations.
Please send any comments or topic suggestions to info@powerhouse1.com -
Goodbye 2020 Lessons Learned Chapter Two -- Hiring
In the second in our series focused on new contact center challenges in the era of Covid, Kathleen and Senior PowerHouse Consultant Dennis Hauser discuss new hiring challenges facing contact center organizations.
Please send any comments or topic suggestions to info@powerhouse1.com -
Goodbye 2020...Lessons Learned
In the first of a series of episodes focused on new contact center challenges in the era of Covid, Kathleen and Senior PowerHouse Consultant Dennis Hauser discuss how the current pandemic disruption has exposed strengths and weaknesses within contact center organizations.
Please send any comments or topic suggestions to info@powerhouse1.com -
Work From Home - The New Reality
Kathleen and Senior PowerHouse Consultant Dennis Hauser discuss the new work from home reality. Agent (and customer) fatigue is beginning to impact productivity and morale as we realize the pandemic is not a short-term inconvenience, but rather a long-term paradigm shift.
Please send any comments or topic suggestions to info@powerhouse1.com -
Creating a QUALITY Quality Program
Kathleen Peterson and PowerHouse Senior Consultant, Brynn Palmer, discuss key elements to consider when building an effective Quality Program.