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.
Please send any comments or topic suggestions to [email protected]
Dec 22, 2020
23 min
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.
Please send any comments or topic suggestions to [email protected]
Dec 11, 2020
27 min
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.
Please send any comments or topic suggestions to [email protected]
Dec 3, 2020
19 min
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.
Please send any comments or topic suggestions to [email protected]
Nov 23, 2020
30 min
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.
Please send any comments or topic suggestions to [email protected]
Oct 27, 2020
33 min
Kathleen Peterson and PowerHouse Senior Consultant, Brynn Palmer, discuss key elements to consider when building an effective Quality Program.
Aug 25, 2020
29 min
Kathleen and PowerHouse Director of Marketing and Operations, Hannah Karamanoogian discuss the role of strategic communication for frontline staff.
Aug 14, 2020
28 min
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.
Aug 13, 2020
31 min
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.
Jul 27, 2020
24 min
Kathleen and PowerHouse Director of Marketing and Operations, Hannah Karamanoogian discuss the issue of burnout in the Age of Covid-19.
Jul 10, 2020
23 min
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