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

Boingo, GigSky, XCom: Why my Europe Connectivity was Awesome

A while back, I had a chance to go to MWC (news and analysis) in Barcelona, Spain and like many of you...

Full Story »

WebRTC Disruption is Reaching IMS and Catching the 3GPP's Attention, But Where is eMRF?

The 3rd Generation Partnership Project (3GPP), the uniting body of telecom standard development organizations, has taken notice of WebRTC. And that...

Full Story »

This is How You Do Social Media!

I received a surprise package at my doorstep today from Bright House. It seems that my tweeting about the Tampa Bay...

Full Story »

The Wearable Tech Futures

Amid all the noise about the growing Internet of Things market comes the announcement that Nike is disbanding its FuelBand team....

Full Story »

Why Pivot?

In business, a pivot is a strategy change (especially in Lean Startup processes). When you look at brick-and-mortar companies like RadioShack,...

Full Story »

Thoughts on the Industry Right Now

All the forecasts: have any of them been accurate? Or is it just a way to sell reports? If it is,...

Full Story »

Hosted PBX Sales Increasing

Blame some of it on the TDM-to-IP transition, but a lot of the reason that Hosted PBX sales are increasing is...

Full Story »

Curing the Pareto Illness

October 12, 2010

One of the most serious illnesses to strike organizations is the Pareto Principle: the notion that 20 percent of customers create 80 percent of the value, which is embedded in CRM methodology. To maximize profits the object is to focus resources on retaining and attracting the top 20 while giving minimal least-cost service to the bottom 80. The Pareto Principle offers firms short-term gains through cost reductions while building greater loyalty and hopefully revenue from elite buyers. Yet it inflicts the medium/long-term pain from rising expenses, shrinking customer bases and individual income and spending declines.

NBC's Outsourced: Amusing, Little Edgy, Mildly Inaccurate, Has Possibilities

September 28, 2010

As one who has covered and worked in the contact center industry for the past 15 years I admit I had my reservations about NBC's new show Outsourced...Yet NBC to its credit balanced these issues that touch on the edge i.e. the bricks being thrown into and collected in the now-vacant Kansas City contact center for Mid America Novelties. It did so by focusing on the cultural clashes in both directions: accents, food, ways of life, interactions and yes humor.

Making The Canadian Census Voluntary Is Ideology Trumping Business, and Privacy

August 30, 2010

Mr. Harper's moves are a triumph of a narrow extremist anti-government libertarian ideology over logic, the public good and ironically (given the so-called free enterprise bent of his party) business sense and needs.

If The U.S. Is Finally Cheaper Than India, Don't Foul Up The Opportunity

August 23, 2010

Is the U.S. finally competitive with India for contact centers and IT? That's the spin on the word from BPO outsourcer Genpact. Company president and ceo Pramod Bhasin was reported in Hindu Business Line saying that his firm is doubling its U.S. workforce to 2,000 in the next two to three years to provide BPO, help desk and other services.

Rethinking Do Not Call

July 16, 2010

in this multichannel/customer in charge era it makes no sense at all to continue with opt-our regimes like DNC and CAN-SPAM. Opt-in, and tough, enforced and integrated legislation is what today's environment calls for to enable consumers to conduct interactions and transactions without being bothered at their cost by scam artists and thieves pretending to be 'marketers'

Making the IVR Ogre Customer-Friendly

June 25, 2010

Customers may not exactly be a fan of IVR systems but if they are programmed right, with their needs in mind, they can actually do some good by enabling them to get the services and items they need with minimal waits: and aggravation.

AT&T Teaches How Not To Respond to Complaints in The Social Era

June 5, 2010

This example of how not to respond to customers' complaints in this social media era, where unless you respond to them quickly and authentically including by the CEOs your rep is DOA, comes courtesy of--and perhaps to no surprise to those of us in or follow this industry)--AT&T, via CNN. CNN reported Thursday that AT&T apologized to one of its customers after a staffer left a voicemail warning that individual had e-mailed the carrier's CEO with complaints.

Don't SLAPP Social Media (or SLAPP, period)

June 2, 2010

Strategic lawsuits against public participation or SLAPPs are the cowards' way of quieting dissent; the legal equivalent of glove-covered brass knuckles. Now comes the disturbing if not unexpected report from The New York Times that firms have been attempting to SLAPP consumers they appear to have annoyed and who have in turn posted comments on social media sites.

Shame On You, Teleperformance!

May 20, 2010

Contact center agents and supervisors are on the front lines of companies' relations with customers, in service, support, loyalty, sales, lead generation, billing and collections. They put on the smiles when they answer and make calls and contacts for their employers and if they are outsourcers their clients, on all manner of shifts. They receive in return more brickbats than bouquets while meeting stringent performance objectives, monitored up the tailfeathers, confined to tiny cubicles except for precisely measured periods. The contact center pay and benefits, while slightly higher and the hours are steadier than retail and hospitality are low yet unlike those fields there is little in the way of advancement, and so accordingly is the status of their work. So when I read the release that Teleperformance USA, a unit of French-owned SR Teleperformance had to pay nearly $2 million in back wages to almost 16,000 contact center workers for overtime violations under the Fair Labor Standards Act (FSLA) my reaction was one of disgust.

The Disinterested Customer

May 13, 2010

most customers: consumers and organizations are not really interested in such engagements. They don't want to be "fans". That they turn off after so much blather on their screen and in their ears. Moreover, customer loyalty is fickle. A product or service that shines in the first instance may stink in the second either in the manufacturing, delivery or price, which means bye-bye buyer... There are still a large number of social and other channels and channel providers to pick from. The smart ones will make enough but are not so greedy so as to drive away the very source of their profits while satisfying or at least not annoying the customers. For it is best to have disinterested customers than ticked off ones.
Featured Events