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

Restoration Hardware's E-commerce Fighting Formula

A Tasteful Blend of Starbucks and Apple Retail Experiences designed to make customers fall in loveApple has the most valuable retail real...

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Thoughts on ThinkGeek Customer Service

I’m on the phone with ThinkGeek because I purchased something which they shipped incorrectly. I tried email and didn’t get a...

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The Interworking Function (IWF) part of the Diameter Signaling Controller (DSC) now takes center stage

Diameter Signaling Controllers (DSCs) are the general term used to describe products that enable load balancing and scaling of Diameter signaling...

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New T-Mobile Pay as You Go LTE Pricing Changes Everything

Until recently, if you wanted a real data plan on a major carrier while using your cell phone, you were forced...

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How Sony May be Fighting to Unleak its Information

The recent attack on Sony Pictures Entertainment is about as scary as it gets as emails which insulted the company’s hired talent...

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4 Tips for the Busy Executive

I have a couple of prospective clients that keep delaying projects. One really wants to do the project but the people...

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Opening up the skies with LTE Air-to-Ground

By: Thierry Sens, Marketing Director Transportation Segment, Alcatel-Lucent

(Note:  Originally posted on Alcatel-Lucent corporate blog)

“Ladies and gentlemen, the fasten seat belt sign has now been turned on. Please ensure your mobile devices are switched off for the full duration of the flight” It is the announcement that many passengers dread as they hurry to finish up one more e-mail, or send one final text or tweet, before the start of a flight and a few hours of absence from the connected world.

But from the end of 2016 this is set to change in Europe. Inmarsat announced on November 20 that it has signed a contract with Alcatel-Lucent to develop Long-Term Evolution (LTE) air-to-ground technology, which will be delivered in partnership with service providers and airlines in 30 European countries. Alcatel-Lucent will supply the ground LTE radio infrastructure, which consists of antennas situated 100 km apart. The system is capable of providing download speeds of up to 75 mbps to planes using 2x15 MHz FDD licenses which Inmarsat owns in the Mobile Satellite Service (MSS) S-band. This makes it not only the world’s fastest airborne broadband service, but a pioneer of future in-flight services for passengers and airline operations.

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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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