Dick Bucci

Founder and chief analyst at Pelorus Associates
Dick Bucci

Articles by Dick Bucci

Customer data is far more valuable and not being used or accessed nearly enough.
Posted March 05, 2021

Employment rule changes will have an affect on contact center wage and time-off provisions, and you need to budget for them.
Posted January 07, 2021

Voice biometrics can shave three to five seconds off average handle times and significantly reduce fraud risks, making it a valuable contact center tool.
Posted October 30, 2020

How to get all the departments to paddle in the same direction.
Posted September 03, 2020

Here are four things to consider when looking to simplify contact center management.
Posted July 10, 2020

The top WFO vendors have been offering solutions and educational resources to help customers scale work-from-home efforts during the COVID-19 crisis.
Posted May 08, 2020

The choices for WFM systems have never been better, and contact centers have never had more options.
Posted March 13, 2020

The California Consumer Privacy Act applies to contact centers, so you need to know what is required.
Posted January 16, 2020

Contact centers can be stress-filled places to work, but managers can do a few things to lessen the emotional strain.
Posted October 17, 2019

Contact center recordings have a wealth of information, but few companies are using them properly.
Posted August 01, 2019