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

MultiTech Intros New 4G-LTE Cat 1 and LoRa Solutions

For anyone who worked with PCs during the 1980s they remember MultiTech as a major player in the world of modems. In...

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Cybersecurity and the Terrible, Horrible, No Good, Very Bad Week

There are perhaps four major cybersecurity incidents in my mind which are world-changing. The first is the OPM data breach which allowed...

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Value-Added Services in the VoLTE World - Enterprises

From an enterprise value-added services perspective, voice conferencing could be a good one.  Enterprises still need to host conferences, so conferences that...

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Value-Added Services in the VoLTE World - Leveraging the Device

Looking at the subscriber from a different perspective, that is, one who is going to use the mobile device as an on-ramp...

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Value-Added Services in the VoLTE World - RCS

Mobile Value-Added Services (VAS) has historically meant any kind of service beyond voice where the service provider could charge an additional fee....

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You Can Get Fired for Choosing Dropbox: A True Story

An MSP is contacted by a publicly traded company looking for help managing their IT. When the MSP goes to the company...

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Open Source Software and NFV

Early this year, Dialogic commissioned STL Partners to find out more about how service providers view open source software in their networks.  I’ve...

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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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