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

VoLTE Versus WebRTC: I didn't know it was a battle

When I talk to customers, they often ask about how WebRTC compares to voice over LTE (VoLTE), and which technology “will...

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These 3 Do Everything Together

At a few shows, including the latest ITEXPO, the 3 big cablecos - TWC, Comcast and Charter - share a booth....

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Modems? In This Day and Age?

Not so many years ago, the only way to connect to the Internet was via a modem. You would use your...

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How to Speed Small Cell Site Acquisition on a Large Scale

By: Jean Jones, Director, Wireless Marketing, Alcatel-Lucent

Outdoor small cells are now widely recognized as a great solution for expanding mobile capacity and coverage. And their use is expected to grow sevenfold by 2018.[1] So here’s the next big question: How can you put these cells where they’re needed, faster and at lower cost?

Maybe you’ve already encountered deployment issues, including difficulties with small cell site acquisition. According to an Informa Telecoms & Media survey, nearly 60% of mobile operators say that deployment problems are their biggest small cell challenge.[2] In other words, operators’ top concerns are not about small cell technologies or products. Instead, they’re about the practical aspects of getting these cells up and running on light posts, utility poles, bus stops, buildings and other street locations.

This blog looks at a collaborative approach that makes these deployment processes faster and easier. Alcatel-Lucent adopted these methods for our Metro Cell Express Site Certification Program. And we’re discussing them here, because this business model earned a top award in the small cell innovation leadership category.

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HumansFirst ColdSmoke Lets You Buy with your Smartphone

While speech-technology has come a long way, we still haven’t entered the world of Star Trek reruns where the computer can do...

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Structural Separation via REIT Equals Zero Taxes

Windstream got the endorsement of the IRS to transfer their assets - copper and fiber plant - to a REIT and...

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Connected Cars as an Everyday Lifestyle

By: Ellis Lindsay, General Manager, Customer Experience Solutions, Alcatel-Lucent 

I drive to work and back home in my car every day. I tune in to a radio station for traffic news and upcoming events nearby. Like many of you I’m sure, this is a typical everyday activity. And like never before, we are connected to our home, our families, our phones, our work and our friends in a network that seems to be always on. Shouldn’t we be in a lifestyle where we are consistently connected to the everyday activities in our lives? Well, let me introduce you to the world of Connected Cars. Full Story »

Improving Capacity Through Virtual Call Centers

February 15, 2008

Call Center Jobs: Here Today, Gone Tomorrow

February 14, 2008

Tight Retail Return Policies

February 13, 2008

Here's a customer service pet peeve that I've developed recently. If you have tried to return anything recently, you may have noticed that retailers have fairly seriously tightened up their return policies. I realize that the point is to catch "serial returners" who buy merchandise regularly knowing they are going to return it. But in my opinion, when the "net" starts to catch consumers with legitimate issues, it has been cast too wide.

According to the National Retail Federation, about 40 percent of retailers have tightened their policies.

My most recent aggravation?



The ATA Position On Do-Not-Call

February 7, 2008

You may have read that his week, Congress addressed two bills, H.R. 2601 and H. R. 3541, which will affect the future of the federal Do-No-Call Registry.  Currently, there are approximately 150 million people who have listed their phone numbers on the DNC Registry, and there has been a large political effort to ensure that consumer’s information will not be purged from this list.

Sneaky ISP Fees

February 6, 2008

2007 Outsourcing Market Trends

February 5, 2008

B-to-B Telemarketing

February 4, 2008

I often get questions about outbound telemarketing calls to places of business, and how companies can stop them. (Here's a piece from the Raleigh News & Observer on the topic.) The answer is, you probably can't, unless you ask each solicitor to list you on their internal do-not-call list. The Federal Do-Not-Call Registry is for personal, home phone numbers, not places of business.

Many companies hesitate to put their business numbers on any do-not-call lists, mindful of the fact that it could affect legitimate incoming business calls.

Outrageous (Call Center) Interactions

February 1, 2008

If you have been a call center agent for any length of time, there are probably some calls that you will never forget. Calls during which you started to wonder who was trying to upsell whom. Calls during which you felt more like a therapist than a customer service rep. Even calls that were so weird, you became convinced you were being filmed for a new "Candid Camera" reality show.

Interactive Intelligence wants to hear about them.

Agents And I.D. Theft

January 31, 2008

When the topic of customer data privacy comes up, there is a lot to talk about. Encryption, standards, firewalls, software, monitoring...and it's all great.

The problem is, most of it fails to address the most common origination of customer identity theft: the call center agent who walks out the door at the end of his shift with a list of social security and/or credit card numbers.

As you'll see in this story, a former TeleTech employee was recently convicted of using customer information to open accounts in others' names and changing the address to his own, allowing him to have merchandise sent to himself.

Many companies nowadays are trying to combat this kind of identity theft by allowing no paper whatsoever in the call center (notepads can be used to jot down customer information), and allowing agents no access to personal e-mail so they cannot cut and paste information into an e-mail and send it to themselves.

Some companies are even offering solutions for call centers who take credit card information over the phone: the agent is required to transfer the customer into an IVR, which takes the credit card information and processes it automatically. The agent never hears the credit card information.

One doesn't like to think one's employees could be thieves, but let's face it: there are thieves in every profession, and pretending that you have none in your organization is wishful thinking.

TES











Is Your Call Center Ready?

January 31, 2008

According to holiday numbers for 2006/2007 (not this previous holiday season) released by the National Retail Federation, brick and mortar holiday retail growth was just three percent. Online sales, however, grew 19 percent.

According to researchers the e-tailing group, which recently released its 10th Annual Mystery Shopping Study and measured over 200 metrics on 100 consumer e-commerce sites in the fourth quarter of 2007, there has been both an increased presence and better execution of features that either deliver a richer, more robust experience and technologies that enable faster, more efficient shopping.

As more and more people who have never lived before the Internet age become consumers with good disposable income, shoppers' expectations for sterling online shopping experience is going to rise. This means well-designed Web sites with Web 2.0 technologies are a MUST, as is multichannel customer service that makes shoppers think, "Wow."

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