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

Country Music and Wi-Fi Offload

This past Sunday night I attended the 50th annual Academy of Country Music (ACM) awards, hosted at the AT&T Stadium outside...

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Why Aren't You My Customer?

COMPTEL had a sales training session for attendees with Stephen Schiffman. Schiffman has written 50+ books in his 35 year career...

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How Imagine Communications is Bringing Video Distribution to the cloud and Beyond

At the end of 2014 I declared Imagine Communications one of the companies to watch in 2015, specifically stating: The video industry...

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The Race to Gigabit is About Business

The cable companies racing to Gigabit networks isn't about delivering ultra-fast broadband to consumers. The Gigabit announcements get them good PR...

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Four Ways Cable Operators Can Boost the Customer Experience

By Mae Kowalke, TMCnet Contributor

The customer experience has always mattered, but its importance has grown in recent years. This has been driven by increased global competition, including the almost instant availability of alternations, and the rising expectations by fickle and informed consumer. Yet, cable operators have a long way to travel if they want to deliver the customer experience (CX) that consumers demand.

The Temkin Group’s Q3 2014 survey of 10,000 US consumers’ opinions about goods and services registered the lowest ranking average Net Promoter Score (NPS) for pay TV providers, a telling statistic. Internet service providers did almost as poorly, coming in only one position higher.

“As technology innovations drive shifts in consumer behavior and open new service opportunities, operators must start eliminating pain points,” stressed Alcatel-Lucent’s Nicholas Cadwgan in a recent TechZine article, Cable MSOs transform the customer experience. “This includes any obstacles that will impede their ability to launch and provide adequate care and quality assurance for those services.”

Cadwgan lays out four customer experience management (CEM) areas that cable operators should focus on.

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HP Can't Compete in Public Cloud as Amazon Machine Learning Launches

There are long-term trends in technology we all know are happening. Computers will get more powerful. More devices will be connected. Finally,...

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Show Your CRM Excellence!

March 5, 2007

Media Blackout

March 2, 2007

The Associated Press has revealed that it recently put a week-long media blackout on any and all Paris Hilton stories for a week. To see if anyone would notice. Apparently, not only did no one care, the only attention the move got was praise. I think AP should put it in place permanently.

Hackers

March 1, 2007

Reading TMCnet's Beverly Maniago's article on the two MySpace hackers this morning made me angry. Not the article...the lack of jail time for these two bottom-feeders. The two young men, aged 19 and 20 (I erased the original description of the pair I typed), tried to extort money out of MySpace and threatened to distribute code that would allow users to track other users (potentially giving personal information to dangerous stalkers, criminals, child predators, rapists, etc.) The two were nabbed in a sting operation by the Secret Service. (Luckily, they were the stupid kind of criminals.)

They avoided jail time and ended up with community service and fines.

ClientLogic/Sitel To Become Sitel

February 28, 2007

Annoyed Germans, Irritated Brits

February 28, 2007

Sounds like an episode of "Fawlty Towers," doesn't it?

A recent survey conducted by GMI and commissioned by European IP communications provider Wicom Communications found cultural differences in end user attitudes towards and experiences with call centers in the UK and Germany. The survey was conducted this month (February, 2007) among 1,000 end users in Germany and the UK.

When asked for the motive/reasons behind calls to customer support centers, answers across both countries were consistent. Around 73 percent of respondents in both countries contacted a call center typically for general inquiries. "It may be a cliché, however the results reflect some of the cultural differences between the two countries.



Technology & Narcissism

February 27, 2007

Think about it...MySpace and YouTube. Not "OurSpace" and "WeTube". Me, me, me.

A study that has been regularly conducted by San Diego State University has found that in 2006, college students are more narcissistic and self-involved than every before...two-thirds of them think they're wonderful and the world ought to revolve around them.

While the study shows media such as MySpace and YouTube to be a symptom, not a cause, of the problem, it is indicative that somewhere along the way, the "Free To Be You and Me" movement of the 60s and 70s that was meant to build self-esteem in children has over time morphed into an alarming overdose in self-esteem and a rise in a "F*ck You, I'm Special And You're Not" generation.

But think about the technologies...iPods mean we can pick the music we want to listen to and never have to be exposed to anything we don't...in the way listening to the radio or sharing a family stereo meant you had to put up with other people's musical choices for part of the time. The vast array of Internet news (and increasingly polarized network news) means we can listen to current affairs information skewed in the political direction of our choice without ever having to be bothered by views from the other side or uncomfortable realities we don't like.





Entellium Ranks High For CRM

February 26, 2007

Product Release Timing

February 26, 2007

To tech editors, mid-to-late February becomes fodder for a horror movie. The phone never stops ringing, the e-mails pour in, and the briefing requests come in faster than our Outlook calendars (or editors' brains) can handle them.

Contrast this to mid-January: this is a time when tech editors are desperately writing up and posting any news, no matter how slight ("CRM Software Provider Moves Location Of 'Open Here' Instructions On Product Packaging!") out of sheer desperation. Why is the news so slow then? Because no one is announcing any new products.

Woman Power In Tech

February 23, 2007

Forrester Says Oracle/Siebel CRM Tops

February 22, 2007

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