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

AirHopper: Even Air-Gap Networks are Not Secure

It’s a good time to be in the Cybersecurity business. Quite often, highly secure computers are disconnected from the outside world so...

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The era of the hardware-based media server is over -scaling software-based media servers

As the telecom world moves closer and closer to software- based infrastructure, many questions are being asked about scalability of these...

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Brochures

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10 Reasons Why Microsoft is Winning

With new CEO Satya Nadella at the helm, Microsoft is changing and into something it needs to be. A company embracing a...

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Recognizing the Similarities Between WebRTC and VoIP

Next week I’ll be giving a keynote at the WebRTC Conference and Expo V.  When I last gave a keynote at...

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Invisible is Good Design

The whole idea of being a technology provider is that you make the technology invisible to the customer. They just have...

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VDSL and Vectoring are Important Parts of Broadband Deployment

By: Wendy Zajack, Dir. Product Communications, Alcatel-Lucent

From original on Alcatel-Lucent corporate blog

A few months ago our home WiFi slowed to a crawl. At first we thought it was a temporary thing, but after my son ran a diagnostic there was a problem with our high-speed broadband.  

While the technician was fixing it, he mentioned that for an extra $10 a month we could get a faster plan.  Living in the US we already (in my opinion) pay enough for our monthly broadband package so I immediately said ‘no.’ But I told my kids that IF they wanted to pay for it … we would consider it.

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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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