People Management

Live Chat Vs. Phone Agents: How to Find Top Performers at Scale

More and more consumer interactions are going to online channels, making live-chat support the fastest-growing business segment for contact centers…

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Important Trends in Workforce Management Technology

At Pelorus Associates, we have studied the workforce management (WFM) space for over a decade. Our biannual reports delve deeply…

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Boost ROI by Enhancing Agent Performance

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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Four Ways to Attract and Retain Millennial Agents

Pew Research Center defines millennials as anyone born between the years 1981 and 1996 (ages 22 to 37 in 2018).…

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Innovative Training for the Contact Center

Frontline agents are under pressure to perform in a role that has become increasingly challenging due to more complex products…

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Employee Engagement And The Quality Management Renaissance

What we believe is driving this renewed interest, or renaissance, if you will, in QM is an industry focus on…

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Workforce Optimization In The Cloud: Types, Advantages, Adoption

Many organizations are taking advantage of the cloud for information technology and business operations benefits, and workforce optimization (WFO)—the portfolio…

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Decrease Attrition Through Training Done Right

While training is a top 2016 priority for contact center managers, a recent study finds that the type and frequency…

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The Profession Of Contact Center Management

How many of you reading this chose contact center management as your career? Like many of you, I “fell” into…

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Quality Management – Then, Now And In The Future

Dictaphone, a company founded by Alexander Graham Bell and since absorbed by Nuance was the pioneer of call loggers. Other…

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State Of The Industry: Tools In The WFO Suite

WORKFORCE OPTIMIZATION (WFO) TECHNOLOGY CONTINUES TO ADVANCE. While tools such as workforce management (WFM) and quality monitoring (QM) have achieved…

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Agent Attrition: Time For A Change

“WELL, YOU KNOW, IT IS A CALL CENTER.” That phrase always seems to be uttered at some point when discussing…

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Are You Ready For A Performance Management Tool?

How would your contact center rate its performance management? Have you brought the right combination of people, processes and technology…

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Empowered Agents : How Much Power Works For You?

Over the years I have heard, and even have preached, that empowered agents provide better customer experiences. But how much…

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The Science Of Hiring The Right Agents

A customer’s initial and often lasting impression of a company’s brand is formed by his or her interaction with a…

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Three Keys for Improving Agent Performance with Gamification

MORE AND MORE enterprises have experienced how gamification stimulates a friendly competitive spirit and positively reinforces staff to achieve higherquality…

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How to Improve Your Center’s Loyalty and Retention Rates

There is no such thing as, “just an address change” or a “simple customer question.” Every interaction is a loyalty…

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What about speed?

Here’s my latest interaction with a contact center. I was calling an organization that provides a service that my business…

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Can’t we just outsource it?

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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