This podcast will inspire on stage & backstage players to act in the interest of the Customer Experience. Host, Kathleen Peterson has 30+ years in the Customer Care industry & is a sought-after expert in the field of the Customer Experience. On this series Kathleen speaks candidly about everything from strategic visioning at the executive level to tactical aspects of running a Contact Center and the human elements that tie it together ... ultimately, inspiring you to take the show on the road and deliver on the Customer Experience strategy.

Latest episodes of the podcast Backstage at the Customer Experience

• Goodbye 2020 Lessons Learned Chapter Four - Assist and Escalation
• Goodbye 2020 Lessons Learned Chapter Three -- Training
• Goodbye 2020 Lessons Learned Chapter Two -- Hiring
• Goodbye 2020...Lessons Learned
• Work From Home - The New Reality
• Creating a QUALITY Quality Program
• Here's What I Can Do Now
• If Information is Currency, Are Contact Centers Revenue Engines?
• Reducing Resistance to Change ... How To Foster Buy In
• Running On Empty
• Dealing with Difficult People
• HUMAN CHALLENGES OF THE NEW NORMAL