Area of expertise:
Primary expertise focuses on laws and regulations as they pertain to the performance and deployment of workforce optimization solutions.
What is your background in the industry?
I have held high-level sales and marketing management roles in the telecommunication industry, including responsibility for a contact center, for over 20 years before forming Pelorus Associates in 2004. Pelorus Associates has provided consulting and marketing communications support to over 30 clients in seven countries.
What do you consider to be your greatest achievement?
Other than my family and my volunteer work with children, I am proud of the opportunity I had to manage a business telecommunications product throughout its entire product lifecycle—from product definition to market launch. The organization I formed achieved revenue of $24 million in three years.
What do you see as the greatest challenge facing the contact center industry?
I think the most important challenge is balancing the introduction of advanced self-service technology with the requirement to maintain highly positive and long-lasting customer relationships.
What would contact center folks be surprised to learn about you?
I worked my way through college as a merchant mariner. At age 19, I became the youngest junior engineer in the Great Lakes fleet.
Recent Contact Center Pipeline articles by Dick:
Contact Center Recruiting: Tap into the Older Workforce
Important Trends in Workforce Management Technology
Things I Wish Someone Would Invent
Consumers Demand More Data Privacy Protections—California Responds
Four Ways to Attract and Retain Millennial Agents
Promote Better Work-Life Balance in the Contact Center
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Pelorus Associates is a market research and marketing communications company that assists developers of contact center solutions by providing in-depth market research and by authoring white papers, e-books and blog posts.