Backstage at the Customer Experience

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.

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.

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.

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.

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.

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.