Kathleen Petersontollfree: 800.943.7747
e-mail: info@getaheadpro.com

Kathleen Peterson,
Call Center Expert and Author

Founder and Chief Vision Officer of PowerHouse Consulting, Kathleen Peterson is also an acclaimed Call Center consultant and recognized industry visionary. Kathleen offers a refreshing and sometimes challenging philosophy to positioning the Call Center as the true lifeline of the enterprise - believing that vision, brand, leadership, and execution combine to deliver a powerful customer experience.

As the originator of Brand Energy Power™, Kathleen 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.

She brings wit, energy, and a wide breadth of experience to all engagements - and in the process, untangles complex problems by challenging business leaders to rethink their view of the Call Center world.

Kathleen is the author of many stirring articles and is published widely in the most prestigious industry journals in the U.S. and abroad. Her Rants and Raves are featured monthly in the Call Center Times online newsletter.

As a featured speaker at conferences and Fortune 500 companies, Kathleen has shared her humor, knowledge, and experience across four continents, including Call Center conference keynotes in the United States, London, Paris, Turkey, Dubai, and Hong Kong. She also served as Conference Chair for the North American Conference on Customer Service Management.

Kathleen is a member of the National Speakers Association. She 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). Her new book is due for publication sometime in 2008.

Keynote Programs

Brand Energy Power™
Branding the Experience Takes Vision, Action,
Leadership, and YOU

Customers today are savvy and expect world class service. They quit buying from organizations that tolerate silos and inhibit positive customer experiences. Brand Energy Power™ moves organizations from vision to action, driving the brand and customer experience through every customer touch point, unifying every employee with a shared set of goals.

You will discover that Brand Energy Power™ …

  • Translates business drivers from the executive office to everyday processes
  • Transforms the vision to clarify and unify each and every customer experience
  • Attracts and retains the best employees and customers
  • Demands leadership at all levels
  • Creates brand loyalty with customers

Customer Experience Optimization Program™
How “Experience Enablers” Set Your
Organization Apart

Successful businesses recognize excellent customer experience as a key market and brand differentiator. Companies create the customer experience by tapping powerful “Experience Enablers.” These include 24/7 access, multiple-access channels, automation options, and many more. But, the key to effectiveness is execution. This program links your strategic goals and your operational execution, by exploring the proven best practices.

You will discover that Customer Experience Optimization …

  • Deepens your brand and strategy - driving deeper market penetration
  • Transforms strategy to tactics at every customer touch point
  • Enables customers to do business with you through their own preferred channels
  • Generates systems and enthusiasm for cross-functional collaboration
  • Focuses on customer experience to ensure customer loyalty across the enterprise