White Paper

Building Blocks for the Dynamic Contact Center

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The contact center is changing fast—can you adapt quickly enough?

Today's contact centers are challenged more than ever before to anticipate and manage a changing environment. So how do you keep up with the trends and technology while maintaining an excellent customer experience?

This paper explores the main reasons for this rapid pace of change, assesses the consequences, and points to some tools and practices that help contact center management both anticipate and successfully react to internal and external events that continue to impact financial performance and customer engagement.

Download the Whitepaper, authored by contact center analyst firm Pelorus Associates, to learn:

  • 6 key forces for change contact centers should account for
  • 6 core building blocks essential for creating a Dynamic Contact Center
  • The correct actions to take to be able to respond calmly in times of crisis

Learn all the tips to creating a Dynamic Contact Center and keep your brand ahead of the curve.


Dick Bucci

Dick Bucci is Founder and Principal of Pelorus Associates where he Dave Hoekstra, WFM Expert at Calabriospecializes in contact center technologies. Dick has authored nineteen in-depth market research reports and books on workforce optimization applications and numerous articles and white papers. Prior to founding Pelorus Associates he was a senior sales and marketing executive with leading telecommunications vendors and value-added resellers. Dick has over 30 years of experience in telecommunications and is one of the most widely published and widely quoted analysts in the contact center industry.