Gold Paper by Kathleen Peterson

When we attempt to utilize all the digital age's tools with archaic management philosophies that focus on production quotas, operational silos, and command and control models, we risk losing our customers within the very application and technical advances we introduce. The dichotomy is that the Customer Service chain craftsman of the 21st century is still using a 20th century toolbox.
K.M.P.

Kathleen Peterson cleverly weaves the ancient story of the Minotaur imprisoned in an intricate labyrinth to create a metaphor of today's Call Center as the complicated maze into which customers are often thrust. Kathleen takes a fresh look at the enterprise from this labyrinth perspective, focusing on the responsibility of both management (C-level) and front-line staff (Cube-level) to guarantee excellent levels of customer care. She challenges Call Centers to tear down the labyrinth walls and create clear paths to excellent Customer Service.

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