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

Disaster-Proofing Your Call Center

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By Nicolas D’Alleva Disasters that may potentially disrupt your call center can manifest themselves in different ways. In today’s world of heightened customer expectations and real-time tweeting and blogging about service interruptions that could tarnish your image, disaster-proofing your call center operations must be an essential part of your business strategy. Broadly, disasters can be classified as 1) semi-predictable and … Read More

Personal Disaster Recovery Planning Tips

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When preparing the Business Continuity Plan for your organization, make sure you take the time to prepare your family’s Disaster Plan. Elements of this plan should include: Meeting Location – identifying a safe “meeting” place so all family members know where to go in the event your home is inaccessible or damaged. Go Bag – a “Go Bag” for each family Member that would include a … Read More