Click below to review each article. Optimizing the Customer Experience A Look at E-mail Management System Solutions EquiServe: The Winning Ways of a High Performance Contact Center First Things First: Dont Be a "World-Class" Junkie Help! Our Customer Service Department Is Now A Call Center! Making Y...

First Time Face Time Last night I looked into the future ... again. At about 10 p.m. on a dreary Saturday night, my first born called us to engage in a "Face Time" chat. He and his fianc had my niece over for dinner and since it had been a while since I saw her, they decided a "virtual visit" was in...

Plan and Measure = Pleasure! Like all humans, Contact Center leaders are driven by the brain's insatiable desire to experience PLEASURE and in so doing avoid PAIN! I think I have a PLAN to accomplish this mission. Planning is essential to business in general and to Contact Centers in particular. Whi...

Introducing ... Kathleen Peterson's PowerBooks PowerHouse Consulting: The Call Center and Telecommunications Consulting Experts Our mission: simplify complex business processes. Founded by Call Center industry expert Kathleen Peterson in 1987, PowerHouse specializes in all aspects of Call Center and...

Click below to review each Rant and Rave. Are Your Customers Caught in a Labyrinth? (July 2013) Gemini ... The Twins (June 2013) Death by Management ... R.I.P. Customer Experience (May 2013) Is Your Contact Center a Fantasyland ... Or Not? (March 2013) Dedicated to Cousin Jack ... Is There a God? (F...