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

Is Mobile the Answer for UC?

I moderated a session at ITEXPO West on profitability for VoIP Providers. Mind you, one panelist was Voxvalley who is a...

Full Story »

ITEXPO Anaheim 2015 Video Interviews Part 1

Thanks to all of you who came out to ITEXPO... The event kicked off well and we are looking forward to the...

Full Story »

OpenWorld and NFV

I will be speaking at Oracle OpenWorld on October 26 on the topic of NFV.  Oracle wants the panel to be about...

Full Story »

The Cable Triumverate

At a master agency, Microcorp One-on-One, the Cable 3 Sisters gave a presentation together. They have been sharing booth space for...

Full Story »

GENBAND's KandyMobile comes to NYC

GENBAND's Kandy communications Platform-as-a-Service solution recently celebrated its one-year anniversary by bringing its KandyMobile vehicle to popular nightclub, LIGHTBOX in New York...

Full Story »

Will You Be in Anaheim Next Week?

Sunday I make a stop in Atlanta for a few hours for Microcorp's One on One annual event.Then I jet to...

Full Story »

Location-Based Accuracy

I’ve written about e911 before, most recently in July where the concept revolved around the role of media servers with e911 and...

Full Story »

TMCnet's Call Center Credentials

January 15, 2008

What is Quantcast? It's essentially a team of Web analytics experts who work to help companies understand their U.S.-based Web audiences for the purpose of marketing and advertising. Why is this important? Because a Quantcast study has revealed that when it comes to call center content, TMCnet not only reaches more call center prospects than any other site, but has 23 times more reach than the next 10 call center sites combined.

Power of Direct Marketing

January 15, 2008

Teleperformance USA Renews First Client

January 11, 2008

Online Bill Payment

January 8, 2008

I pay most of my bills online. It's convenient, fast and saves a stamp. I'm pleased that many companies finally started seeing the light in that online bill payment benefits them. Up until very recently, many companies fixed a surcharge on online bill payments/electronic funds transfer (EFT).

Companies Expect IT Projects To Fail

January 3, 2008

The Hispanic Marketplace

January 2, 2008

According to a new study called Reaching the US Hispanic Market: Consumer Attitudes and Buying Behavior commissioned by the DMA (Direct Marketing Association), the U.S. has the fifth-largest Spanish speaking population in the world.

The report also highlights some interesting facts about this potential market:
  • Major cities in the Southern U.S. have seen the most dramatic Hispanic population growth;
  • Over one-third of Hispanic households earn over $50,000 per year; and
  • Hispanic-American's purchasing power currently exceeds $700 billion and is expected to reach $1 trillion by 2008.
It's starting to become apparent that if you (as a call center) are not catering to your Spanish-speaking customers just as well as you are catering to your English-speaking customers (and keep in mind the two populaces may have different needs and preferences), you are killing a great deal of sales potential for your organization.

You can find out more about the new report at


Bad Spam

October 31, 2007

Vonage V. Verizon

October 26, 2007

Fed Do Not Call List Upheld

October 23, 2007

The Federal Trade Commission today announced its decision to keep the five-year-old federal do-not-call registry intact. When the Registry was created, the FTC had originally adopted a five-year re-registration mechanism before essentially "starting over," requiring people who had been on the list (now 145 million numbers) to re-register to ensure that the list is up to date.

The decision was made today to retain the list as is.

According to the FTC, "The Registry has been implemented successfully for five years and has included a scrubbing program that has removed disconnected and reassigned numbers each month. Finally, “[T]he Registry has enjoyed unprecedented popularity and helped enhance the privacy of the American public in a tangible way.”

You can read the full release here on the FTC's Web site:


Find Me, Follow Me

October 19, 2007

I recently needed my chimney cleaned. It had been a while, and I'm one of those people who forever worry about chimney fires. I'd never had it done in this house before, so I did a Google search for chimney sweeps in my town. I found five names.
Featured Events