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

Nespresso and Keurig Shows Carriers How to Increase ARPU and Customer Stickiness

Amdocs shows carriers how they can take a commodity business and make it betterTechnology has taken the coffee business to a new...

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Yes, Consumers Will Buy Self-Driving Cars

Mercedes driverless car Every technological leap requires some vision. Some more than others. In the case of self-driving cars, it seems...

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Metro Networks Must be Optimized in Multiple Dimensions

By: Dave Brown, Product Marketing, Alcatel-Lucent

From original TechZine Article

Metro network transport platforms must be compact, scalable, and agile to conquer the specific challenges of this key portion of the transport network. Growing and shifting traffic in the metro has triggered these challenges.

Today’s cloud-optimized metro network transport platforms “must” be:

  • Compact – with optimal power and performance in a form factor that meets metro operational cost targets
  • Scalable – to have the capacity you need when you need it to aggregate and transport multiple, high-performance services
  • Agile and intelligent – to dynamically reconfigure network resources to get services to your customers faster
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The NFV End Game and Ushering in a New Wave of Players

The clock is ticking and it’s about to strike midnight.  NFV will usher in an era of change for the telecom...

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AT&T Partner Exchange Adds Features to Gain SMB Share

Ma Bell knows it's all about ecosystemCompanies rare really focusing on their solution partners (SP) – especially when looking to court small...

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What's With the MSO Consolidation?

Charter was the first company to make a play for TWC. Now reports are in that Charter is chasing Bright House....

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Expect Security Funding Bubble to Pop in 3-5 Years

Security is one of the hottest areas in tech right now. Indeed, there is infinite possibility in this space because technology...

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Shine On You Crazy Diamond

July 11, 2006

The IP Contact Center Technology Pioneers

July 7, 2006

Customer Chaos: DirecTV

June 26, 2006

I live for these kinds of customer service stories. I learned this just today from my friend Lisa who lives in Austin, Texas.

The set-up: Lisa's brother used to live with her in house in Austin. When they decided to get DirecTV for the household, the account was put under the name/account info of her brother Dan. To make a long story short, when Dan moved out, Lisa decided to get the account switched over to her own name.

Nosy Neighbors

June 26, 2006

House Arrest For Lewis The Cat

June 20, 2006

I just spotted this article about the fate of Lewis the Cat, the "psycho kitty" of Fairfield, Connecticut: http://www.msnbc.msn.com/id/13441225/

It seems that Lewis has been given house arrest and his human (everyone who has cats knows that cats own you...not the other way around) has been given probation.

This has not a thing to do with call centers, CRM or IP telephony, but I feel the need to weigh in on it since Fairfield is both my childhood home town and my university alma mater.

I also heard the Talking Heads song "Psycho Killer" on the radio during my morning drive today, and MSNBC's branding of Lewis as "Psycho Kitty" has merged with the song in my head in an aggravating way.

Personal Trainer Via Podcast?

June 19, 2006

Outsourcing To Egypt

June 13, 2006

Teacher-Proof Ring Tones

June 12, 2006

If you're an adult who feels disadvantaged over the fact that teenagers know more than you about technology, here's a story to make you feel over-the-hill.

It turns out, teenagers are now downloading a ring tone for their phones for incoming calls and text messages that is pitched too high for most adults to hear. If you've ever been near one of those devices that people install in their gardens to keeps critters from digging, you'll know that most adults over 30 cannot perceive the sound due to age-related hearing degradation, but most young people in their teens and early to mid 20s can hear acutely, even painfully. Some shopping malls today even project the sound in places they don't want teen mall rats to congregate.

Military Data Theft Debacle

June 8, 2006

Media sources today reveal that the theft of a laptop from a U.S. government employee's house last month may have compromised the personal information of not only veterans since 1975, but as much as 80 percent of active duty military personnel, which leads to concerns about not only identity theft, but the safety and security of those military service people. (Why would anyone with a brain store that much sensitive data on a single laptop that could not only be stolen, but left on a train, a taxi or the counter of a coffee shop by a single employee???)

MSNBC states that, "Montgomery County police released a description yesterday of the stolen laptop and its external hard drive because they said it may have been purchased by someone who does not realize the value of its content. 'It could have shown up at a yard sale or a secondhand store,' police spokeswoman Lucille Baur said.

Veteran ID Theft

May 24, 2006

Because I wrote a few articles on credit freezing back a few months ago, several veterans who suspect their info was among the 26 million names on a stolen VA official's laptop have contacted me asking what their next steps should be.

The VA has set up a special call center and hotline for veterans, as well as an FAQ page: http://www.firstgov.gov/veteransinfo. I hope they have staffed it sufficiently. The potential for 26 million phone calls is very high.

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