Backstage at the Customer Experience: Musings for Contact Center Leaders

The focus on Customer Experience is a top business strategy in today's competitive marketplace. That experience has many of the same components found in the theatre; we want our staff to "perform" in a way that attracts and retains customers. While the experience happens “on stage,” what happens behind the scenes or “backstage” is what ultimately determines a winning performance. While frontline players have an enormous impact on the outcome of the performance, they are only able to perform as well as they are managed.

Kathleen Peterson’s collection of musings is designed to inspire on stage and backstage players to act in the interest of the Customer Experience … to look for new ways to view the demanding tasks associated with putting on the daily show … to take a new tack on an old task and produce different and better outcomes … and ultimately, to take the show on the road at the executive level where alignment must be reached in order to deliver on the Customer Experience strategy.

The musings are timely, insightful, and humorously written—reflecting Kathleen’s infectiously witty style. She writes candidly about everything from strategic visioning at the executive level to the tactical aspects of running a Contact Center to the human elements that tie it all together. Whether you read this book all at once or pick and choose from many, many topics, the experience will be unforgettable.

About the Author:
Founder and Chief Vision Officer of PowerHouse Consulting, Inc., Kathleen Peterson is an acclaimed Contact Center consultant and recognized industry visionary. 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 published widely in the most prestigious industry journals in the U.S. and abroad. As a featured keynote speaker at conferences and Fortune 500 companies, she has shared her humor, knowledge, and experience across four continents. Kathleen is a member of the National Speaker’s Association. She served for seven years as a Certified Associate of Incoming Calls Management Institute (ICMI) and is an active member of the Society of Communications Technology Consultants (SCTC).
Founded by industry expert Kathleen Peterson in 1987, PowerHouse Consulting, Inc. is an internationally recognized professional consulting firm specializing in all aspects of Contact Centers and Telecommunications. Our offerings include Strategic Planning, Contact Center Assessments and Solutions, Telecommunications Assessments, IT Assessments, Workforce Optimization, Outsourcing Management, Custom Learning Programs, and Procurement Management. PowerHouse works with top management across Fortune 500 companies to develop plans that align operational practices with corporate vision. We bring quick, practical, and cost-effective results. PowerHouse consultants combine business savvy and technical acumen to provide the very best in strategic planning, assessment, and operational improvement services.

Foreword written by Brad Cleveland, an author, speaker, and consultant who has worked across 45 states and in over 60 countries with some of today's most celebrated brands. He was a founding partner in and former longtime CEO of the International Customer Management Institute (ICMI), where he now serves as an advisor.