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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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 (www.stifel.com) 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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