Backstage at the Customer Experience: Recent Episodes
PowerHouse Consulting
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.
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
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
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
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
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
Kathleen Peterson and PowerHouse Senior Consultant, Brynn Palmer, discuss key elements to consider when building an effective Quality Program.
Kathleen and PowerHouse Director of Marketing and Operations, Hannah Karamanoogian discuss the role of strategic communication for frontline staff.
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.
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.
Kathleen and PowerHouse Director of Marketing and Operations, Hannah Karamanoogian discuss the issue of burnout in the Age of Covid-19.
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.
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.