About Kathleen

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.

Simply put, Kathleen will enthrall you. 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.

SAMPLE CONFERENCE ENGAGEMENTS

Advanstar, Europe and U.S. Aspect Customer Experience Conference Call Centre 2.0 2008 - Dubai, UAE Call Center Strategy Forum Customer Service Management Conference Hong Kong Productivity Council ICBI, London - Supercall Conference International Customer Service Association MECC 2000, Dubai, UAE National Conference on Operations and Fulfillment (NCOF) Newspaper Association of North America New Mexico Credit Union League PDR International, Turkey Saskatchewan Call Center Association Society of Telecommunications Consultants UK Call Center Management Conference Incoming Call Center Management (ICCM)