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

Research Firms Missed Again on UC

MarketsandMarkets states that the UCaaS market size is expected to grow from USD 17.35 Billion in 2016 to USD 28.69 Billion...

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End of Messaging?

Chetan Sharma has been discoursing on what he calls the “4th wave of mobile communications” for some time.  And I’ve commented on some...

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Robocalls Call for Service Provider Intervention

Robocalls have been getting quite a bit of ink lately in the United States.  Robocalls are those annoying auto-dialer calls you may...

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Talari Adds Firewall, Features to SD-WAN solution

SD-WAN is another one of those growth areas in tech which often goes unnoticed. Some time back I went to visit Talari...

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Silicon Valley Will Crush You!

The amount of PR generated by tech companies mostly in Silicon Valley like Google, Apple, Samsung, Facebook, Tesla and Amazon is staggering....

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HD Voice Finally Comes of Age

It’s been quite a while since I wrote about HD voice.  When HD voice was first coming to the market 7 or...

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Tech Culture Will Separate Winners from Losers in The Digital Economy

The 2016 Tech Culture Award winners have been announced The outlook for tech workers has perhaps never been brighter as top tech...

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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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