Brendan Read : The Readerboard
Brendan Read
TMC
| Contact Center/CRM Views and Analysis

Fascinating WebRTC Demos from WebRTC Expo

WebRTC has been described as the most disruptive communications technology of the decade. It has also been described as overhyped. Well, I...

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Restoration Hardware's E-commerce Fighting Formula

A Tasteful Blend of Starbucks and Apple Retail Experiences designed to make customers fall in loveApple has the most valuable retail real...

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Thoughts on ThinkGeek Customer Service

I’m on the phone with ThinkGeek because I purchased something which they shipped incorrectly. I tried email and didn’t get a...

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The Interworking Function (IWF) part of the Diameter Signaling Controller (DSC) now takes center stage

Diameter Signaling Controllers (DSCs) are the general term used to describe products that enable load balancing and scaling of Diameter signaling...

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New T-Mobile Pay as You Go LTE Pricing Changes Everything

Until recently, if you wanted a real data plan on a major carrier while using your cell phone, you were forced...

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How Sony May be Fighting to Unleak its Information

The recent attack on Sony Pictures Entertainment is about as scary as it gets as emails which insulted the company’s hired talent...

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4 Tips for the Busy Executive

I have a couple of prospective clients that keep delaying projects. One really wants to do the project but the people...

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To Be Secure, Go Home

January 7, 2009

The reality is that security is stronger at home offices and data is better protected than in conventional contact centers because in part, and ironically, there is more control of home agents than of contact center agents. In fact if you want the best security, you should send your programs home....

Cooperating Contact Centers To Cut Costs, Keep Staff Productive (and Employed)

December 30, 2008

Here is one way to cut costs, increase utilization, and in doing so keeping contact center teams employed in these tough times and that is to seek cooperation with other similar operations and either share capacity or go into together on a joint center (s).Along the same route, if your organization is an enterprise, why not donate any spare capacity to small locally-based charity or fundraising campaign, tax laws permitting.

Is Nortel's Future In The Clouds?

December 22, 2008

If any firm can make enterprise-scaled hosting possible, and to make licensed premise software and bolted hardware practices of the past it is Nortel. Only Nortel has both the carrier-and-enterprise-grade engineering and expertise to make this happen.

Sometimes there is justice...

December 18, 2008

Kudos to the U.S. justice system, which has given lengthy jail times to three Canadians convicted in a multimillion dollar telemarketing scam. Kudos too to the Federal Reserve Board, the National Credit Union Administration, and the U.S. Office of Thrift Supervision (OTS) for cracking down on another credit card 'scam': the customer-hostile practices of card issuers

Nortel, if it stays, will stay and grow in enterprise, contact center space

December 17, 2008

Rest assured customers and would-be buyers of Nortel's contact center and UC solutions. The famed Canada-based communications solutions supplier is not going to hang up on you. If Canadian media reports are any indication, Nortel will increase its focus and presence on the enterprise--including contact center--markets.

With Web 2.0 Be Prepared For Brickbats As Well As (the Few) Bouquets

December 15, 2008

A recent Wall Street Journal article on Web 2.0 brought home a key point for firms wanting to present themselves to this evolving and morphing mélange of business and social networking sites, of blogs and wikis in their CRM strategies: be prepared for the bad as well as the good.

Dell: homeshore your contact centers and drop the U.S. handling fee

December 12, 2008

If Dell had done just that--announced that it is bringing its customer care management literally back home to American agents--which would allow many to keep their homes by avoiding commuting costs and deducting home office costs--it would have been lauded rather than laughed at.

Teleservices Expansion with 'TLC'

December 11, 2008

Amidst all the economic doom and gloom, including contact center closures it is very rewarding to see teleservices companies expand. One of these, and one which truly deserves to grow, is Thomas L. Cardella & Associates (TLC&A). It has been for the past new months expanding existing and opening new contact centers in Coralville, Cedar Rapids, Keokuk, and Marshalltown, Iowa. It also has at-home agents.

StarTek's Canada Closure: Can't See the People For The Cubes

December 10, 2008

StarTek is, as the media reported closing its Regina, Saskatchewan contact center in March 2009, citing the province's booming economy and other contact centers soaking up the labor pool.Yet I wonder: did StarTek ever consider setting up at-home agent programs outside of Regina...Did it look at the alternative of satellite (10-12-24 agent) centers in the many smaller cities across Saskatchewan

mCommerce + eCommerce = Retail Success

December 8, 2008

Forget home and business computers. mCommerce is the killer app for eCommerce, and together it will enable retailers to be successful now and going forward provided it is fully integrated with the stores.
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