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

YipTV Offers Free Trials for International TV

The news of OTT video growth hasn’t abated – Netflix continues to impress with earnings, Verizon reportedly has a new millennial-aimed OTT...

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IPX Can Enable Revenue Innovation for Voice Wholesalers--Part I

When I attended International Telecoms Week (ITW) back in May, I wrote about how voice wholesalers are looking to expand their...

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Expect Cloud UC Player BroadVoice to Acquire and More Inside Scoop

BroadVoice begins to construct new headquartersBroadVoice has been having a great deal of success lately – they’re moving to a new HQ,...

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How The Marketing Behind U.S. Presidential Campaigns Works

While social media has become a big factor in political donations in the last decade or so, its worth pointing out a...

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Why Broadband May Not Be The Answer

This is a look at a typical Internet Minute: And that is the consumer stuff filled with social and real time...

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The Move to Software-based Telecom Infrastructure (NFV) is On

About a month ago Erik Linask, Group Editorial Director at TMC, asked me for my thoughts on network functions virtualization (NFV)—you can...

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Cogent Communications Multi-National ISP Success Story

Cogent Communications was founded by David Schafer in 1999, the same year as my first IP communications company Super Technologies, Inc. But,...

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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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