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

Why E-Mail Sucks and How to Make it Smarter

Many of us live in email. I get hundreds per day and I need almost every message. I am also a source...

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The Contact Center's Seemingly Oxymoronic Play: How to Decrease Costs Yet Improve Customer Service

I was recently asked to talk to some of our many contact center customers about the new contact center trends.  It...

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The New Facet of Customer Experience Management - Field Service 2.0

By: Rhodo Odysseos, Product/Solution Marketing, Alcatel-Lucent, and Jess Verbruggen, Motive Integrated Marketing Assistant, Alcatel-Lucent

Traditionally, communications service providers (CSPs) have treated the field service aspect of their organization as a cost center. Field technicians engaged in maintenance activities were simply a part of the cost of doing business.  More recently, the communications industry in general and the field service arena in particular, has been disrupted by immense changes in the customer profile, service expectations, and behaviors.

Field service is often the only face of the company that a customer will ever see, so it’s not a surprise that CSPs are striving to make a positive impact on customers in this realm. Achieving full potential in field service saves CSPs a lot of time and money. Productivity and efficiency reviews targeted at field service operations, done correctly, can reinforce other areas of the business by increasing customer satisfaction and improving safety and quality. 

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Amazon Fire Phone Should be a Laptop

I’ve written a lot of headlines in my life but this one is among the oddest. Why on earth does a phone...

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Apple Pay Vs. Google Wallet

Replacing credit cards can likely only be done if the new system is dead-easy to use and it moreover has to be...

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Signaling Offers Great Differentiation for Mobile Value-Added Service Offerings

We’ve all heard that some Value Added Services (VAS) revenue such as Short Message Service (SMS) are starting to decline in...

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Birdstep Improves Wireless User Experience, Reduces Churn

A smartphone user can get tripped up easily when in motion as today’s smartphones look for WiFi networks to connect to and...

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Bell Deal to 'Take A Walk In The Snow'?

November 26, 2008

Whether the LBO proceeds or not, Bell, even though it is fairly good shape, will be under pressure to merge, and so will its competitors, to expand markets and cut costs arguably truly only possible by becoming integrated coast-to-coast-to-coast 4G wireless/IP landline carriers

Proposal Software Simplifies RFP and RFI Responses

November 25, 2008

Responding to requests for proposals (RFPs) and requests for information (RFIs) can be a time-consuming pain in the netherparts. So when I came across a report on the latest version of Proposal Software's PMAPS ® 2008 RFP/RFI management application I smiled: there is help at last for firms like my old teleservices company.

Taking The Lead Out of Economic Doldrums

November 24, 2008

It is a welcome sign that the Obama Administration is tech savvy, which will encourage development of new technologies and methods that will help contact centers, and all other business functions and sectors, become even more productive and efficient. Our sector has to do our part, instead of relying totally on government. Fortunately the business cases for adopting IP, telework and speech rec especially are powerful, and if deployed on a widespread basis could lower costs while improving productivity sufficiently to pull us out of the doldrums.

Aid For Unemployed Contact Center, Communications Pros

November 14, 2008

My employer, TMC, is a great family of people, and it is out of concern for individuals and families in these trying times that my boss, Group Publisher Rich Tehrani, is inviting those who wish to get their name and skills out there to blog for TMCnet.com, a leading communications/telecom site according to Alexa, Quantcast, and other ranking services.

Rx for Nortel?

November 13, 2008

Nortel can't keep attriting itself, and spinning or attempt to spin off its assets. At some point it has to step outside of its skin, look at it as others see it (which few companies do, lest they see some unwelcome truths, which is why this exercise is invaluable), assess its strengths and weaknesses in current and future market, and radically re-focus itself.

Wanted: A New Customer Service Solution

November 11, 2008

The recent Forrester Research Customer Service Software Solution WAVE™ Q4 2008 study points to a strong need for a new customer service solution: one that bridges the three silos of interaction-, record-, and process-centric customer service products.That's your challenge, solutions vendors. When you come up with a proven, reliable application to meet what Forrester is calling for, let me know, and in doing so we'll let the world know.

When Buying Solutions Look at Corporate Stability

October 28, 2008

Should there be a section in the report on the vendors' financial and legal stability? That has a big impact on whether the technology will deliver the goods; if the suppliers has gone belly-up who will be there to support the solutions and keep them updated?

Syntellect Acquires Envox

October 21, 2008

The Syntellect/Envox deal appears to be an excellent and complementary match of two fine companies. Envox brings to Syntellect's table a global reach and technology heft, not to mention a $16 million per annum revenue stream. The menu of Envox's powerful communications platform, IVR, CTI, and Voice XML tools may well enhance Syntellect's flagship Customer Interaction Management suite.

Attention Outsourcers and Clients: It's The Service, S*****

October 9, 2008

The underlying issue is quality. Teleservices companies have historically been the 'teleprofessionals': the experts with the expertise to deliver high quality customer care and acquisition at low costs. Yet too many teleservices outfits have dropped the ball for reasons both preventable i.e. greed, incompetence, lack of attention to detail, underpricing, and understandable: limited resources, overly demanding clients, costly new technologies with long-burn ROIs, and offshore and onshore competition.

IP-enabled iPhone: The Ultimate Contact Center Handset?

September 25, 2008

Imagine being able to take and make calls, receive e-mails, IMs, and SMS, and at the same time manage web-enabled applications like hosted CRM and workforce management in a convenient, go-anywhere, user-friendly wireless appliance.What are firms like Apple, and they and other practical geniuses who can box and package proven technologies waiting for?
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