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

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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Sonos BOOST, For Music in Tough to Reach Places

I’ve been using Sonos as an in-home streaming solution for many years and since it relies on WiFi it provides infinite levels...

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IOT tests do NOT tell the whole story

Service providers typically have infrastructure from multiple vendors installed in their networks.  Mostly this is by design since they don’t want...

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Notes from Connections 2014 Part Deux

More notes from BSFT Connections 2014 in the desert by friends of my at the show. These notes are from ANPI's...

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Notes from Connections 2014

Broadsoft Connections kicked off with the usual festivities yesterday including a pool party and a summer fashion show. This morning it...

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Tidbits of Telecom and Other News

Makes you think, right? It also makes me think that regulations hold back some innovation. AirBnB, Uber and Tesla Motors challenge...

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Microsoft CEO Raise Controversy: What's Not Being Discussed

Microsoft CEO Satya Nadella when asked how women should ask for a raise said they shouldn’t… Specifically he said: It’s not really...

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Credit Card Practices Hearing Today

April 30, 2008

Performance Management Stats

April 29, 2008

Performance management works, is the message of a report commissioned by performance management provider Enkata. The study, conducted by Precision Marketing Group, found that organizations leveraging performance management solutions are able to markedly improve customer satisfaction, service delivery and agent retention.

Highlights from the survey:

* Organizations using performance management systems to pinpoint coaching topics and automate coaching best practices are able to expect 65 percent more coaching time from their supervisors than organizations without a PM system.
* More than 70 percent of the respondents plan to focus on initiatives to better measure and impact customer satisfaction.
* Large organizations are moving more to sales-service operations. Of companies managing more than 1,000 agents in their operations, 80 percent expect agents to sell as well as provide service.

For more information, visit www.enkata.com/2008survey.

TES









IP Fairy Dust

April 24, 2008

Here's something you don't think about very often.

When connecting to the public telephone network in the U.S., many VoIP and wireless telephone companies are essentially "riding for free," since they are not transmitting sufficient identification information to allow the traditional carriers to charge them. Apparently, this is particularly hard on rural telephone companies, which make up to 29 percent of their revenue from inter-carrier compensation (carrying traffic for another company).

One such rural provider disdains the process. Ramond Henagan, General Manager of Missouri's Rock Port Telephone, stated that some VoIP providers have refused to pay access fees by saying the FCC has "given them permission to use the networks for free because they're IP," Henagan said.



Investment Alternatives

April 23, 2008

A NICE Summit

April 21, 2008

Microsoft Dynamics Unleashed

April 17, 2008

500 Call Center Jobs In Arkansas

April 15, 2008

Hosted Speech in the Call Center

April 14, 2008

Speech automation solutions used to be something only very large and technically sophisticated companies could afford, mostly due to the significant up-front capital expenditures required to purchase, deploy, maintain and troubleshoot the required (and very complex) infrastructure. Today, however, hosted speech solutions are allowing contact centers of all size to deploy and enjoy the many benefits of speech automation with less implementation time and investment .


Tomorrow (Tuesday, April 15th), I'll be moderating a Webinar at 2:00 pm EST entitled, "Deploying Speech Automation Using A Hosted Solution" that will discuss how a hosted solution puts speech within the reach of even modest-size contact centers.

Join myself and presenters from VoltDelta and Envox for this important Webinar. To register, click here.

TES






Black Holes On The Internet

April 11, 2008

Italian Call Center Doldrums

April 10, 2008

It seems that a new Italian film that is receiving rave reviews, "Tutta La Vita Davanti" (All Your Life Ahead of You) has a thing or two to say about life (or a job, anyway) in the call center. And it's not complimentary.

The protagonist is a young woman cannot find a suitable job upon graduation from university, so she turns to a call center job. The job itself, apparently, acts as a motif for hopelessness: a dead-end job for a dead-end life.

Ouch.

The plot, and the young woman's predicament, is intended to underscore the difficulties of modern life and employment for young people in Italy.

A review and a commentary of the film can be found here in the International Herald Tribune.

TES













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