Dick Bucci
Dick Bucci is the Founder and Chief Analyst at Pelorus Associates, which provides market research and consulting services to the contact center industry.
Legal and Regulatory Developments in 2020—and What to Expect in 2021
Think about this. 2020 has (thankfully) come to an end, but the rapid and largely unrestrained spread of COVID-19 has upended our normal way...
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 into the size, composition,...
Things I Wish Someone Would Invent
As a kid, I enjoyed leafing through my dad’s copies of Popular Mechanics. One of my favorite columns was entitled, “Things I Wish Someone...
Consumers Demand More Data Privacy Protections—California Responds
If you have never experienced a data breach of your private information, you are likely in the minority. According to the Consumer Protection Bureau,...
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). Today more than...
Promote Better Work-Life Balance in the Contact Center
Although there is some difference of opinion about exactly what the term “work-life balance” means, Dolly Parton, in her classic comedy “9 to 5,”...
5 Important Trends That Impact Contact Centers Today and into the Future
Trends drive business and social behavior, which is why we are always interested in observing and analyzing those that will impact contact centers and...
