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Dick Bucci

Pelorus Associates has conducted research and analysis on the contact center space for 15 years. Dick Bucci has authored 17 comprehensive books and reports and numerous articles on contact center practices and technologies.

Understanding and Retaining Today’s Tech-Driven Millennial Workforce

English/IN, English/US, Performance Management | April 22, 2019 Dick Bucci

According to the Pew Research Center, the Millennial generation can be defined as individuals born between 1981 and 1996 (ages 22-37 in 2018). Today more than one in three members of the American workforce are Millennials, making them the largest generation in the US workforce. …

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Millennials and the Work Ethic

Agent Experience, English/US, Workforce Management, Workforce Optimization | November 1, 2018 Dick Bucci

Millennials were born between 1976 and 2001. They are very different from their doting baby boomer parents. Millennials are tech savvy, skilled at multitasking, great at working in teams, and eager to please. They are also accustomed to being pampered both at home and at …

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 “It’s Complicated” (But Aspect has an answer to multichannel forecasting)

Agent Experience, Contact Center Industries | July 16, 2018 Dick Bucci

In 1917 Danish mathematician A.K. Erlang developed a model for predicting how many circuits the telephone company would needed to serve the city of Copenhagen.   The model became known as Erlang C and eventually became the mathematical foundation for both automated and manual forecasting models …

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Are You Ready for the Gig Economy

Contact Center Software, Customer Experience, English/US, Workforce Optimization | April 24, 2018 Dick Bucci

A generation or two ago, it was not unusual for workers to spend their entire careers at just two or three employers.  Not anymore.  “Secure employment” has become an oxymoron.  Economists are now talking about the “Gig Economy” where workers become Independent contractors that sell …

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The Importance of Collaboration

Agent Experience, English/US, Innovations/Technology | February 23, 2018 Dick Bucci

When asked what their biggest challenges were today, 18.4% of contact center leaders polled by Strategic Contact cited poor cross-departmental collaboration. This was second only to attrition.   Contact center employees sometimes find themselves blindsided by decisions made elsewhere in the organization regarding products, promotions, pricing, …

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