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

Fascinating WebRTC Demos from WebRTC Expo

WebRTC has been described as the most disruptive communications technology of the decade. It has also been described as overhyped. Well, I...

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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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Suing Telemarketers

February 21, 2007

Convergys CEO To Retire

February 20, 2007

E-Mail Addictions

February 20, 2007

Call Centers Prefer Unified Solutions

February 14, 2007

Recently released research by Purdue University's BenchmarkPortal has revealed that call centers tend to prefer "all-in-one" contact center solutions that serve all (or most) of a call center's needs rather than a mix of point solutions from different vendors.

Integration was identified as the most critical condition behind this preference: all-in-one systems were preferred over point solutions based on their ability to support additional applications with virtually no modification or integration issues, and for their ability to "lower administrative costs by reducing support staff by a full 25 percent."

“Our findings show that, in general, all-in-one communications systems contain the same core ‘best-of-breed’ applications required by contact centers as their multi-point counterparts, and that they come with the advantages of fewer interfaces, lower support requirements, simplified management, and easier access to performance data across applications,” said BenchmarkPortal research analyst, Bruce Belfiore.

Another interesting result of the Benchmark Portal survey was that the three applications call centers are most likely to implement over the next year are post call surveys, Web chat and multimedia queuing.

To read more in-depth about the survey, visit www.benchmarkportal.com.

TES













ID Theft Is All In The Family

February 13, 2007

Consultant organization Mintel has conducted a study that indicates that close to 70 percent of consumers surveyed are either "very concerned" or "somewhat concerned" that their credit or debit card information will be stolen if they make purchases on the Internet (http://tinyurl.com/35fapm).

More than one third of respondents to Mintel's survey perceive the Internet as the medium most likely to result in ID theft. Twenty-eight percent who claim mail theft is most common and one fifth blame credit card receipts. In contrast with these perceptions, the 2006 Identity Fraud Survey Report released by the Council of Better Business Bureaus/Javelin revealed that more than 60 percent of fraud actually occurred at the hands of friends, family neighbors and through other means than Internet purchasing.

In other words, forget Amazon or eBay and take a good long look at your loser cousin Bob who was rifling through your garbage last week because he said he'd dropped a rare collector's beer cap in there.

TES





Interactive Intelligence's Record Results

February 12, 2007

Verint & Witness To Merge

February 12, 2007

Gmail's Cool Factor

February 8, 2007

Teleperformance Reports Strong Growth

February 7, 2007

Enkata Reports Strong Growth

February 6, 2007

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