IDIOM INSIGHTS
KATHLEEN M. PETERSON, POWERHOUSE CONSULTING, INC.
ILLUSTRATION PROVIDED BY ADOBE STOCK
THE CASE FOR PREPAREDNESS EXPERT WITNESS INSIGHTS FOR CONTACT CENTERS
Over the years I have had the unique( and sometimes eyebrow-raising) experience of serving as an expert witness in multiple legal cases involving Contact Centers. These cases have spanned industries— from state governments to outsourcing disputes, to utility companies, and most extensively, to healthcare. If there is one thing I have learned, it is that no organization is immune to legal scrutiny.
The outcome of each case left me with valuable takeaways. Some helped companies to smooth out processes while others made it painfully clear what not to do. And in today’ s increasingly litigious world, Contact Centers must be prepared. Whether it is compliance missteps, mishandled customer interactions, or systemic failures, you do not want to be caught off guard when the gavel comes down. Here are some insights based on my varied cases and outcomes.
STANDARDIZING YOUR REFERRAL PROCESSES
It is 2025, and yet too many healthcare operations still have not standardized— let alone centralized— their referral processes. This is a missed opportunity, especially considering that referrals are the lifeblood of many specialty practices. A lack of structure not only creates operational chaos but can also leave organizations vulnerable to legal action.
One case I worked on underscored just how critical well-documented processes can be— sometimes protecting an organization, sometimes exposing its weaknesses. The healthcare provider in question had implemented a few key practices; some worked in their favor and others did not:
“ BY FAILING TO PREPARE, YOU ' RE PREPARING TO FAIL.”
--BENJAMIN FRANKLIN
10 CONTACT CENTER PIPELINE