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

The Flexible App Strategy

Dialogic has long been associated with communications applications.  Over the years, billions of dollars of value-added services have been enabled because an...

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Dialogic Plunges into Apps with PowerVille

By technology standards, Dialogic is a veteran – having been established in 1983, the company has supplied communications infrastructure used by carriers,...

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Breaking Rumor: Verizon to buy XO

Spectrum is the new beach front property according to Peter Radizeski @radinfo and he has a very reliable source which tells him...

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Momentum Trolls Windstream (Going Up-Market)

I received this email yesterday from Momentum with the letter attached (with far too much private info not blacked out.) "As...

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What to expect at MWC 2016

The biggest, baddest (and I mean that in the best way possible!) communications show on the planet, Mobile World Congress, is only...

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New Award Helps Attract Tech Workers in a Competitive Market

Developers in Silicon Valley last a surprisingly short nine months  It’s becoming clear that programmers are in short supply and demand is increasing rapidly, leaving small...

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Monday Morning Thoughts on Sales and Strategy

This testimonial for ANPI by an RLEC is worth listening to just to understand the thinking behind moving to cloud comms....

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Cable Company IVR Crimes

March 10, 2008

I got my online version of the ASRNews and was interested to read about two cable giants: Charter and Comcast, and the fact that ASRNews tested their IVRs and found that the data customers feed in to the system is not used for CTI screen-pop purposes. Basically, Charter and Comcast are using their IVRS merely to annoy customers at the front end.

Said the newsletter, "This month we tested Charter Communications.  No CTI.  They gather ID information from the caller and then throw it away. Comcast does the same thing. These folks should either implement CTI of get rid of their IVR that is doing nothing other than irritating callers."

More high-quality customer service from the cable companies.



First-Call Resolution Podcast

March 5, 2008

First-call resolution, as a call center principle, gets a lot of attention, and for very good reason. While 10 different call centers may not agree on their management, hiring, training and technology approaches, all 10 will probably agree that first-call resolution is far and away the most important metric to master. Why? It's a realistic way to achieve increased customer satisfaction at lower operating costs.

D&D Creator Gygax Dies

March 4, 2008

Marketing Salaries Guide

March 4, 2008

Call Center Life Saver

March 3, 2008

Canadian Call Center Woes

February 28, 2008

Here's an article from the Edmonton Journal about the closure of a Toronto Dominion Bank call center in the city, for a net loss of about 140 jobs.

Though this is a Canadian company shutting down a Canadian call center, there have been other Canadian call center closures that can be laid at the foot of the weak U.S. dollar.

Outsourcing to Canada (an important destination in the so-called "near-shore" outsourcing model) is no longer saving U.S. companies money due to the unfavorable exchange rates for the U.S. dollar.

A recent Datamonitor report covered on TMCnet by associate editor Patrick Barnard revealed that companies are truly starting to pack up Canadian operations.





Video Gaming Widows

February 25, 2008

Another Upside To Virtual Call Centers

February 21, 2008

Call Center Space Availabilities

February 20, 2008

Feeling The Love From Offshore Outsourcing

February 19, 2008

Here's a piece on TMCnet today that takes a look at the pitfalls, both obvious and hidden, of offshore outsourcing and how to overcome them. First, it's important to identify the problems.

My favorite snipped from this article was that one company discovered that an agent at one of its foreign call centers was ending customer calls with, "I love you." He thought it was a great way to show customers he cared. Sometimes...agents can care a little TOO MUCH.

The best way to make offshore outsourcing work for you is to get a better handle on training. Studies show that even if a foreign call center agent has a heavy accent, if he or she handles the call the way a North American customer expects (use the right words, strike the right tone and effect good results), accents are immediately forgiven.

And your customer will know you love them without you have to tell them, which...let's face it...is a tad creepy.

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