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

Talking API and UC with Zilkr

In this podcast, I sit down with Omar Paul, co-founder of Zilkr, a platform for communications APIs and SDK. In the...

Full Story »

Will the Clinton Vs. Trump Outsourcing War hurt your Business?

With tens of millions of jobs lost in the U.S. due to outsourcing (including contract manufacturing), we can expect the topic to...

Full Story »

Why Android Sucks: Part 2

Earlier this month in a piece titled Why Android Sucks you learned that Dell decided to stop updating Android devices. The article...

Full Story »

2016 State of WebRTC

Where are we really with WebRTC?  It’s not generating the buzz it used to. There are not many specialized conferences anymore.  Even...

Full Story »

What It Means to Master an Agency

After rumors swirled at CP Expo in Vegas in March, the announcement is finally here: Sandler Partners is acquiring X4. This...

Full Story »

Why You?

This was another Me-too week in press releases. It was ILEC SD-WAN week with announcements from AT&T, CenturyLink and Verizon. It...

Full Story »

Zang to Grow Communications PaaS offerings at All About the API

Here at the All About the API 2016 show in Las Vegas I got a chance to catch up with keynoter Davide...

Full Story »

Led Zeppelin Ring Tones

October 15, 2007

Disney Customer Service

October 12, 2007

There's an article on MSNBC today about airports turning to Disney for tips on customer service:
http://www.msnbc.msn.com/id/21225028/

It's worth the read. If you've ever been to a Disney park and you know a thing or two about customer service, you're likely to observe that nobody does it better than Disney. Crowd control and queue management have been turned into art forms by Disney, and the company also does very well with one-on-one customer service.

I once personally observed a customer service miracle at Disneyworld: my then three-year-old niece was eating a Mickey-shaped ice cream off a stick. It was a hot day, and as ice creams do in hot weather, the ice cream fell off the stick, dropping onto the pavement.




Tech-themed Baby Clothes

October 10, 2007

Nobel Prize for Nanotech Computing

October 9, 2007

Buyer's Guides

October 4, 2007

Spam Headlines

October 2, 2007

I normally don't even register the spam anymore, I just delete it in large blocks. But every once in a while, a headline makes it through my pre-coffee subconscious. (And let's face it, my subconscious is the only part working before coffee).

Yesterday, for some inexplicable reason, every other spam I received was something about yachts. Buy yachts, sell yachts, check out this yacht, do you want a yacht?

It's Beginning To Sound Like E-commerce Christmas

October 1, 2007

I'm always amazed at how early Christmas decorations start showing up in retail stores. All I can say is, I'm glad for Halloween.

Why?

Halloween, being a huge merchandising opportunity (candy, costumes, decorations, plastic skulls made in China, cheap fog machines, compilation CDs of spooky music, fake plastic tombstones, etc.), does us a favor. It "holds back" the Christmas merchandising until, at the very least, November 1st.



How Not To Do Customer Retention

September 25, 2007

This is one of those customer service stories that make you want to bang your head into the wall.

Last year, I stopped using my regular small-town oil company because the fixed price they were offering was a lot higher than what other companies were offering. I would have liked to remain loyal to them, but the cost difference was just too great to ignore. They had bought all their oil in bulk just before prices dropped and, though I felt sorry for them, decided that my budget came before my customer loyalty. I ran with another company.

Low Call Center Expectations

September 24, 2007

I paid my credit card bill late last month.

I had a million excuses. The plumbing was on the fritz, my water heater had exploded, I didn't check my e-mail, I forgot to write the due date on my calendar, the planets weren't in alignment and my tux didn't come back from the cleaners. All things said and done, it just slipped my mind until the day after it was due.

That said, I was mighty irked when a $30 late charge showed up on my bill. I was indignant.



Biz IT Pro Delivers CRM Solution for QRPS

August 31, 2007

Featured Events