Founder and Chief Vision Officer of PowerHouse Consulting, Kathleen Peterson is an acclaimed Contact Center consultant and recognized industry visionary. Kathleen offers a refreshing and sometimes challenging philosophy to positioning the Contact Center as the true lifeline of the enterprise - believing that vision, brand, leadership, and execution combine to deliver a powerful customer experience. She has emerged as one of the most sought-after experts and consulting partner in the field of customer experience working with the world’s top customer-focused companies. Kathleen is the author of many stirring articles and is published widely in the most prestigious industry journals in the U.S. and abroad. As a featured speaker at conferences and Fortune 500 companies, she has shared her humor, knowledge, and experience across four continents, including Contact Center conference keynotes in the United States, London, Paris, Turkey, Dubai, and Hong Kong. Kathleen also served as Conference Chair for the North American Conference on Customer Service Management. She is a member of the National Speaker’s Association. Kathleen served for seven years as a Certified Associate of Incoming Calls Management Institute (ICMI) and is an active member of the Society of Telecommunications Consultants (STC).
Specialties: Contact Center as a strategic asset
Customer Experience as the outcome of smart, effective, efficient, Contact Center optimization.
Assist in the technology requirements identification, and acquisition support for Contact Center technologies.
Contact Center assessments
Specialized training development
Quality program development
Workforce management assessment and education
Keynote speaker