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

Yes, Fonality, I am Skeptical (of the VoIP Sector)

Apparently, one slightly snarky tweet and a single line item in Tidbits - "A head scratcher: Fonality got bought by Netfortis....

Full Story »

Uber News Involves Sexual Harassment While Waze Competes

The news of the week wasn't great for Uber as a result of sexual harassment claims by workers via a blog post...

Full Story »

Forward This Post to Employees To Protect From Hackers

Although there is no guarantee you can be 100% protected against hacking, there are some basics you can share with workers to...

Full Story »

The Drone Wars Have Arrived

An army of good drones will protect our high-value targets at all times. In February 2014 we warned of the impending urban drone...

Full Story »

Downhill Sledding

For Agents especially, our business has been downhill sledding, much the way Calvin and Hobbes did it (see HERE). Price compression...

Full Story »

Avaya Bankruptcy Really Doesn't Bother Buyers

At this month's ITEXPO we hosted a panel on Cloud UC with RingCentral, 8x8 and Broadsoft and one of the first questions...

Full Story »

How Service Providers Can Avoid Becoming A Bit-Pipe

I was recently talking to STL Partners / Telco 2.0 and we had a discussion about service providers now facing the similar...

Full Story »

Biz IT Pro Delivers CRM Solution for QRPS

August 31, 2007

"Top 10 In The World" Spammer Arrested

May 31, 2007


You've probably never heard of 27-year-old Seattle-based Robert Alan Soloway.

But he knows you.

He has helped legions of people try to sell you Viagra, miracle weight loss cures, hair regrowing serum, vitamins and Canadian drugs. He's helped people inform you that you won the lottery in countries you've never visited He's the enabler who lets people pretending they are your bank contact you because they just happened to forget your account number and need you to remind them. Oh...and your PIN and your mother's maiden name, while you're at it.




Offshore Threat Exaggeration

May 17, 2007

Interactive Intelligence Q1 Financials

May 1, 2007

Women In The Blogosphere

April 30, 2007

SugarCRM Announces Developer Conference

April 24, 2007

Pioneering IP Contact Centers

April 12, 2007

Disconnect From Customer Reality

April 4, 2007

I'm editing a contributed feature from Witness Systems for the May issue and ran across this tidbit of information that shocked even me:

"Global consultancy Bain & Company asked 362 companies whether they believed they had delivered a “superior experience” to their customers. Eighty percent of the companies said that they had indeed done so. Bain then asked the customers of these companies if they felt they’d received superior service. Only eight percent agreed that they had."

If the old phrase "delusions of adequacy" can be invoked here, it seems to apply in breathtaking amounts, to b-to-c company executives and management.



Dreaming Of Headsets

March 29, 2007

Vonage Injunction

March 23, 2007

Featured Events