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

What's Up With the Data Center?

This morning there is an article that "RDG Capital Fund Management, the investment vehicle of Russell Glass and a significant shareholder...

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Experience-Centric

While search slideshare (now LinkedIn slideshare), I saw this slide, which sums up customer expectations as well as a conversation I...

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NFV Vendor Challenges Part 1

We’ve all likely seen the Gartner hype cycle for emerging technologies curve.  I remember many, many years ago when I first saw...

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Clinton's BYOD Phones, E-mail Server May Achieve Bin Laden's Goal

One of Osama Bin Laden’s goals was to assassinate president Obama in order to get Joe Biden promoted to president. Said Bin...

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The Importance of a Software Media Server/Media Resource Broker to Handle Diverse Multimedia Resource Requirements in a VoLTE Network

It would be nice sometimes to live in a bubble where you would only have to deal with what was in...

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CyberFlow Analytics Detects Cybersecurity Breach Anomalies

Security experts agree – there is absolutely no way to ensure your network is 100% safe from cybercriminals – if they really...

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Fiber Play: NTELOS Bought by Shentel

It is all about fiber. Whether it is fiber-to-the-home or fiber lit buildings, the bankers love the word fiber. (I will...

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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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