More and more consumer interactions are going to online channels, making live-chat support the fastest-growing business segment for contact centers…
Read More »People Management
At Pelorus Associates, we have studied the workforce management (WFM) space for over a decade. Our biannual reports delve deeply…
Read More »An inbound customer service call center generated a 1,000% ROI in just four months of work. An outbound telesales call…
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Pew Research Center defines millennials as anyone born between the years 1981 and 1996 (ages 22 to 37 in 2018).…
Read More »Frontline agents are under pressure to perform in a role that has become increasingly challenging due to more complex products…
Read More »What we believe is driving this renewed interest, or renaissance, if you will, in QM is an industry focus on…
Read More »Many organizations are taking advantage of the cloud for information technology and business operations benefits, and workforce optimization (WFO)—the portfolio…
Read More »While training is a top 2016 priority for contact center managers, a recent study finds that the type and frequency…
Read More »How many of you reading this chose contact center management as your career? Like many of you, I “fell” into…
Read More »Dictaphone, a company founded by Alexander Graham Bell and since absorbed by Nuance was the pioneer of call loggers. Other…
Read More »WORKFORCE OPTIMIZATION (WFO) TECHNOLOGY CONTINUES TO ADVANCE. While tools such as workforce management (WFM) and quality monitoring (QM) have achieved…
Read More »“WELL, YOU KNOW, IT IS A CALL CENTER.” That phrase always seems to be uttered at some point when discussing…
Read More »How would your contact center rate its performance management? Have you brought the right combination of people, processes and technology…
Read More »Over the years I have heard, and even have preached, that empowered agents provide better customer experiences. But how much…
Read More »A customer’s initial and often lasting impression of a company’s brand is formed by his or her interaction with a…
Read More »MORE AND MORE enterprises have experienced how gamification stimulates a friendly competitive spirit and positively reinforces staff to achieve higherquality…
Read More »There is no such thing as, “just an address change” or a “simple customer question.” Every interaction is a loyalty…
Read More »Here’s my latest interaction with a contact center. I was calling an organization that provides a service that my business…
Read More »Executives often perceive outsourcing as an easy, fast and/or cheap alternative to tackling performance, capacity, technology, facility or budget issues.…
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