Introduction/One-line Summary:
One of the World's leading call center authorities who has presented her widely acclaimed knowledge and experience across 5 continents

Key Speech Topic:

• Creating a World-Class Call Center
  
• Strategic Call Center Management
  
• Lessons From The World's Best-Managed Call Centers
  
• Maximizing The Productivity of People in a High Tech Customer Service World
  
• How to be Happy, Positive & Successful in Your Call Center Career
  
• Powerful Leadership and Communication Skills
  
• "World-Class" Service in a Global Economy: Is it Good Enough?
  
• Adapting Technology in a Changing Call Center Environment
  
• Managing Stress in the Call Center

Profile:
Kathleen Peterson is one of the World's leading call center authorities who has presented her widely acclaimed knowledge and experience across 5 continents.  Kathleen must be experienced, she cannot be explained.  She has been a featured speaker in conferences around the world - Paris, London, San Francisco, Hong Kong.  Kathleen has been said to have the wisdom of a Harvard Business School Professor, with the personality of Rosie O'Donnell.

Kathleen is founder and CVO (Chief Vision Officer) of PowerHouse, a management consulting firm based in New Hampshire, America, which specializes in call center management and telecommunications.  She is a "working" speaker, bringing real life experience and solutions to her engagements.

With her humorous and informational presentation style, she always gets rave reviews from her audiences.

Kathleen is a Certified Associate of Incoming Calls Management Institute, a member of the Society of Telecommunications Consultants, and a member of the National Speakers Association.

Length of Speech:
45 minutes to one-day workshops

Fee range:
$4,000 - $6,000

Travel From:
New Hampshire, United States

Preview Tape:
Available upon request

Partial Client List:
Bell Atlantic, Capital One, Comcast, Fidelity Investments, GTE, Microsoft, PacBell, Private Patients Plan, Prudential Insurance, The Perrier Group, Toyota Motor Credit Corp, World Conference on Customer Service Management (CSM, Inc.), World Conference on Incoming Call Center Management (ICCM)

Customer Comments:
"I was extremely impressed with her call center expertise, her management philosophy, and her presentation style."
Gary Hellman, President, Cendant Corporation

"Your humorous anecdotal commentary reached out and 'connected' with each of our attendees."
Claire Panagopoulos,Senior Vice President,US Trust

"As expected you received very high marks for your keynote presentation. Thanks again for adding value to our conference."
Ryan Hollenbeck,Director Corporate Communications,Witness Systems, Inc.

"We appreciate your ingenious sharing with our workshop participants.  Your delivery has received very positive feedback."
Edmund Sung,General Manager,Hong Kong Productivity Council

Speaker Request Form: click here to submit your requirements

Links:
eArticles Store: Kathleen's articles are in the Call Centre Management section of this store
eProducts & Services Store: Kathleen's company, PowerHouse, is described in the Consultancy and Call Centre Management Section of this store

Speakers Agent: eCustomerServiceWorld.com