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

Will You Be in Anaheim Next Week?

Sunday I make a stop in Atlanta for a few hours for Microcorp's One on One annual event.Then I jet to...

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Location-Based Accuracy

I’ve written about e911 before, most recently in July where the concept revolved around the role of media servers with e911 and...

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Where Do Telcos Go From Here: IoT WebRTC SIP DID NFV

I started my research today watching videos and reading blogs about the biggest worries of telecoms and thinking back on 1000s of...

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The VW Diesel Scandal Smells Even Worse Than You Think

The VW scandal where software was used to trick the machines which track emissions by altering engine behavior depending on whether a...

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BuckleMate Reduces Teen Injuries Through Smart Monitoring

You really need to have nerves of steel when you give the car keys to your teen child for the first time....

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Inhance Trade from Inhance Technology Keeps Mobile Customers Coming Back

One of the most important aspects of the wireless market is the smartphone trade-in program as evidenced by recent news that Apple...

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A View of UC from Broadvoice

Ran into an old ISPCON colleague at CPExpo in Boston, so we scheduled a podcast to talk about what his new...

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The ATA's Washington Summit

April 8, 2008

Microsoft Dynamics CRM Online

April 2, 2008

Eliminating CRM Pain

April 1, 2008

Ergonomics For Call Center

March 26, 2008

Canadian Call Center Strategies

March 24, 2008

The End Of Customer Service

March 20, 2008

Arthur C. Clarke

March 19, 2008

Twice in my life have I become teary over the death of people whom I had never met. The first was over George Harrison, as I was a fan of the "Quiet Beatle." The second time was yesterday, upon hearing of the death of Arthur C. Clarke.

It was in eighth grade...Ms. Wheeler's English class...that I was obliged to read the book "2001: A Space Odyssey." Most of my classmates approached it with dread. It had a boring cover. It had lots of science terms on the synopsis.

Call Center Industry Growth

March 17, 2008

Canadian Call Center Shut-Down

March 13, 2008

Better-Than-Expected Teleservices Financials

March 12, 2008

Outsourced call center services provider Sykes this week posted better-than-expected financial results (revenue of $197.7M was ahead of the consensus $189.9M estimate, and OPM of 7.7 percent was above the 7.2 percent consensus estimate). Analyst group Stifel Nicolaus Business Services ( has chalked it up to the fact that the company is experiencing "sustained, broad-based demand (across all verticals including financial services) from both new and existing clients, and the company plans to add 3,000-4,000 additional seats over 2008 and into 2009 to meet this demand."

This demand, according to the Stifen Nicolaus report, is good news for the outsourced contact center service provider market as a whole, and indicates that "clients continue to spend on customer service work despite broader economic issues."


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