Mar 05, 2020 U-Haul: A Company on the Move to Elevate Agent and Customer Experience

    U-Haul: A Company on the Move to Elevate Agent and Customer Experience

    In business since 1945, moving equipment and storage rental giant U-Haul needed to simplify its contact centre operations. Conducting one million transactions a month and handling 25...

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    2
    Feb 20, 2020 Do You Have an Employee 35?

    Do You Have an Employee 35?

    At our customer conference, Engage, an insurance company executive told an eye-popping story about a discover…

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    2
    Jan 31, 2020 Verint Takes the Interaction Analytics Market by Storm

    Verint Takes the Interaction Analytics Market by Storm

    Interaction analytics becomes a core component in understanding the customer, with Verint seeing more growth than any other provider.

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    2
    Jan 28, 2020 Verint Takes Charge with WFM for All

    Verint Takes Charge with WFM for All

    At Pelorus Associates we have studied the workforce management space for over a decade. During this time we have watched Verint grow to become the number one player in the industry based...

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    2
    Jan 16, 2020 How to Overcome CX Stagnation with a Value Chain Framework

    How to Overcome CX Stagnation with a Value Chain Framework

    “Does your organisation treat CX like a first-tier business objective, on par with the product or services you offer?”

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    2
    Jan 10, 2020 Knowledge Management Gets Smarter

    Knowledge Management Gets Smarter

    Knowledge management has become an essential solution to the contact center industry given its important role in both the customer experience and the employee experience. 

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    2
    Dec 16, 2019 Creating the Annual Call Center Forecast

    Creating the Annual Call Center Forecast

    Anticipating the future is a core mission for any contact center.

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    2
    Dec 12, 2019 Front, Middle or Back?

    Front, Middle or Back?

    Whats the difference between the Front, Middle or Back office

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    2
    Dec 05, 2019 Reduce Excessive Shrinkage with Workforce Management Software

    Reduce Excessive Shrinkage with Workforce Management Software

    Contact centre shrinkage can be like a kid running a lemonade stand. Imagine you buy the lemonade packet and figure out how many cups you can sell at what price. Then someone dumps...

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    2
    Nov 22, 2019 5 Ways to Dramatically Improve Employee Performance in a Few Short Weeks with Desktop Automation

    5 Ways to Dramatically Improve Employee Performance in a Few Short Weeks with Desktop Automation

    Managers in service organisations have it tough. They are constantly being pressured to improve employee productivity but are rarely given the tools they need to do so.

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    2
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