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

What is MANO and why do you need it?

MANO is a confusing topic.  What is it, why is it needed, and how do I get one?  First, let’s talk about...

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iPad Pro Keyboard is Really Poor

The iPad Pro is yet another extension of the iOS family. While some consider its release to be a sign of failure,...

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ISIS Brings Flip-Phone to Crowd-Sourced Cyber-Hacking Fight.

Its an interesting world we live in where a group like Anonymous which likely wasn't thought very highly has become a savior...

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What Would an IoT Service Provider Even Do?

Service providers are eager to jump on the IoT train because of the vast opportunities. But what kind of service would they even provide?

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The Business Case for IP Transformation: Is Your Business Ready?

By: Steve Blackshaw, IP Transformation Product Line Management, Alcatel-Lucent

Delivering successful change programs is a significant challenge. Undertaking a Readiness Assessment speeds the launch of new IP services, reduces risks and aligns corporate objectives with your program.

The Challenge of Change…a true story

So your company is planning an all IP network. The CTO is delivering technology roadmaps, the COO is assessing the service portals, and network designers have been architecting for eight months. The program is well underway and people are now starting to plan the migration.

So, you start to scope out the effort required to deliver migration and calculate that it requires hundreds of resources to manage a switchover. You approach engineering to secure the resources, and are informed HR is managing a release program, remunerating engineers to leave the company. The same engineers that you need to deliver your program!

Sound familiar?

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Stanislovaitis Kickstarter Campaign Proves VoIP is Not Dead

VoIP is dead? We think not because it plays an integral part in effective unified communications, Internet of things and more. Plus,...

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Mitel Analyst Event 2015 Live Blog #MitelNext

Mitel put on a nice event in Manhattan today. Wes Durow, CMO made a great presentation on where the company was and...

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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


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.
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