Five Major Trends in the Contact Center

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“This article is brought to you courtesy of Call Center Times.” By Dick Bucci, Principal and Founder, Pelorus Associates Pelorus Associates is a market research and consulting firm that carefully tracks important trends and developments within the contact center industry. The following list summarizes five trends that have been underway for some time and we expect will continue to impact … Read More

4 Ways Contact Centers and Marketing Go Hand-In-Hand

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“This article is brought to you courtesy of Call Center Times.” Gail Rigler, CMO, Working Solutions Positive customer experience requires leadership teams to understand every point a customer engages with an organization. The information gathered from each of these departments is critical to a full understanding of the customer experience. With regards to customer interaction, there are few departments that … Read More