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

Apple Pay Vs. Google Wallet

Replacing credit cards can likely only be done if the new system is dead-easy to use and it moreover has to be...

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Signaling Offers Great Differentiation for Mobile Value-Added Service Offerings

We’ve all heard that some Value Added Services (VAS) revenue such as Short Message Service (SMS) are starting to decline in...

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Birdstep Improves Wireless User Experience, Reduces Churn

A smartphone user can get tripped up easily when in motion as today’s smartphones look for WiFi networks to connect to and...

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Sonos BOOST, For Music in Tough to Reach Places

I’ve been using Sonos as an in-home streaming solution for many years and since it relies on WiFi it provides infinite levels...

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IOT tests do NOT tell the whole story

Service providers typically have infrastructure from multiple vendors installed in their networks.  Mostly this is by design since they don’t want...

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Notes from Connections 2014 Part Deux

More notes from BSFT Connections 2014 in the desert by friends of my at the show. These notes are from ANPI's...

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Notes from Connections 2014

Broadsoft Connections kicked off with the usual festivities yesterday including a pool party and a summer fashion show. This morning it...

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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 www.the-dma.org/bookstore

TES






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: http://www.ftc.gov/opa/2007/10/dnctestimony.shtm

TES







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.
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