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

Boingo, GigSky, XCom: Why my Europe Connectivity was Awesome

A while back, I had a chance to go to MWC (news and analysis) in Barcelona, Spain and like many of you...

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WebRTC Disruption is Reaching IMS and Catching the 3GPP's Attention, But Where is eMRF?

The 3rd Generation Partnership Project (3GPP), the uniting body of telecom standard development organizations, has taken notice of WebRTC. And that...

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This is How You Do Social Media!

I received a surprise package at my doorstep today from Bright House. It seems that my tweeting about the Tampa Bay...

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The Wearable Tech Futures

Amid all the noise about the growing Internet of Things market comes the announcement that Nike is disbanding its FuelBand team....

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Why Pivot?

In business, a pivot is a strategy change (especially in Lean Startup processes). When you look at brick-and-mortar companies like RadioShack,...

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Thoughts on the Industry Right Now

All the forecasts: have any of them been accurate? Or is it just a way to sell reports? If it is,...

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Hosted PBX Sales Increasing

Blame some of it on the TDM-to-IP transition, but a lot of the reason that Hosted PBX sales are increasing is...

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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.

TES







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