Kathleen Peterson

RECENT POSTS BY KATHLEEN PETERSON

By Kathleen Peterson | Feb. 15, 2010

Effectively managing a call center requires you to identify necessary competencies during the hiring process, as well as the guts to know when someone has to go.

By Kathleen Peterson | Oct. 13, 2008

Call Quality Programs in call centers are an important element in monitoring and improving the Member’s experience, as well as measuring the effectiveness of people, process and technology.

By Kathleen Peterson | Aug. 18, 2008

Turnover in the call center is very much like a fuel leak - only the fuel that is leaking is talent. The impact areas to your operation are multiple, significant, and costly.

 

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By Kathleen Peterson | June 2, 2008

Information is a form of currency in the digital age. The Call Center is a pure source of it.

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