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Keynote - Beyond the Metrics - Elevating QA and Workforce Management for Transformative Contact Center Operations

Tuesday Nov 12, 12:00 PM – 1:00 PM EDT — RECORDING



In this insightful session, Kathleen Peterson, renowned Contact Center expert, challenges traditional views of Quality Assurance (QA) and Workforce Management (WFM) in the contact center environment. Discover how QA can transcend its conventional role, evolving from agent-focused assessments to a powerful force for strategic process improvement that enhances overall efficiency and aligns with broader business objectives.

Learn how WFM, often undervalued and narrowly focused, can expand its scope to include business analytics, providing actionable insights that drive strategic decisions and elevate the customer experience. It's time to raise the bar and unlock the full potential of these critical functions. Join us for a discussion that promises to redefine the operational value of QA and WFM in your organization.

Presenter:

Kathleen M. Peterson, Chief Vision Officer, PowerHouse Consulting, Inc.

PowerHouse Consulting - Kathleen Peterson Kathleen M. Peterson, Chief Vision Officer, PowerHouse Consulting, Inc.

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).