6 episodes

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.

Backstage at the Customer Experience PowerHouse Consulting

    • Management
    • 5.0, 2 Ratings

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.

    Here's What I Can Do Now

    Here's What I Can Do Now

    Kathleen and PowerHouse Director of Marketing and Operations, Hannah Karamanoogian discuss the role of strategic communication for frontline staff.

    • 28 min
    If Information is Currency, Are Contact Centers are Revenue Engines?

    If Information is Currency, Are Contact Centers are Revenue Engines?

    In this episode Kathleen and PowerHouse Director of Marketing and Operations, Hannah Karamanoogian, discuss how the Contact Center dominates as a remarkable enterprise resource for information, a singular source of customer intelligence, and new ways to add value.

    • 31 min
    Reducing Resistance to Change ... How To Foster Buy In

    Reducing Resistance to Change ... How To Foster Buy In

    In this episode Kathleen and PowerHouse Director of Marketing and Operations, Hannah Karamanoogian, discuss the impact of change and how to address this with your teams in order to keep momentum amidst growth and new environments.

    • 24 min
    Running On Empty

    Running On Empty

    Kathleen and PowerHouse Director of Marketing and Operations, Hannah Karamanoogian discuss the issue of burnout in the Age of Covid-19. 

    • 23 min
    Dealing with Difficult People

    Dealing with Difficult People

    In this episode Kathleen talks about navigating the choppy waters of dealing with high emotions and taking the best route to get to the other side unscathed.

    • 15 min
    HUMAN CHALLENGES OF THE NEW NORMAL

    HUMAN CHALLENGES OF THE NEW NORMAL

    In this episode Kathleen walks us through the trials and trauma that could be associated with our current COVID-19 crisis - from ensuring new remote workers have sufficient space to accomplish their day to day routines to maintaining mental health during these tough times. 

    • 16 min

Customer Reviews

5.0 out of 5
2 Ratings

2 Ratings

Top Podcasts In Management