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

Phone Companies, Channel and Other News

Considering my client has been waiting 2 months to port DIDs from an AT&T PRI to Birch POTS lines, no kidding...

Full Story »

InfoVista and Ipanema Technologies Poised to Enable New Carrier Services

The WAN optimization market is expected to more than double in size from 2014 to 2019 eventually hitting $12.1 billion according to...

Full Story »

Charter Bulking Up

Charter bid on TWC before Comcast. Comcast wasn't going to get past regulators. Charter is hoping that they will with 2...

Full Story »

Schneider Electric: More Software and the IoT to Reshape Data Center Design

There is a macro trend of moving proprietary hardware systems to open systems and moving hardware to software – at this point,...

Full Story »

ITW Leads the Way Helping Wholesalers Identify New Revenue Streams

A few weeks ago I attended International Telecoms Week (ITW), an annual gathering of the global wholesale telecommunications community. This is...

Full Story »

HP's March into Simplifying NFV

Arbitrage is one of the great opportunities which presents itself repeatedly in tech. In the nineties, something called international callback allowed am...

Full Story »

Independence IT, The Multivendor Desktop-as-a-Service Company

The cloud is the answer – what was the question? That seems to be a common tech theme these days and for...

Full Story »

RightNow Acquires Salesnet

May 22, 2006

New Call Centers

May 19, 2006

The growth of call centers, both U.S. domestic and international, is becoming hard to ignore. As consumer companies finally start to realize that the quality of customer service they provide is becoming the primary determinant factor in whether they keep or lose customers, these organizations are scrambling to build world-class facilities.

And it shows in the amount of recruitment taking place.

Issues Facing Call Centers

May 17, 2006

Also Sprach Zarathustra

May 10, 2006

Skippy's Birthday

May 8, 2006

I have a goldfish. The golfish's name is Skippy. (This is starting out like a pre-K "I Can Read!" book, I know.) The fish sits in a tank on my desk and is both the unofficial mascot of the TMC Editorial Team, and a favorite amusement of the young children of fellow TMCers when they visit.

Yesterday was the third anniversary of my acquisition of Skippy, for whom I paid 12 cents.

Verizon Causes Pain

May 8, 2006

Colbert & The Blogosphere

May 4, 2006

Whatever your opinion of Stephen Colbert's presentation at the recent White House Correspondents' Dinner, you must admit that it has created an interesting phenomenon.

Though the speech and its fallout have been barely mentioned on the mainstream news Web sites and in newspapers, it's currently one of the most hotly debated topics in the blogosphere. Why the disconnect?

I have no idea.

Keef Vs. Tree

May 1, 2006

Nice Acquires IEX

April 28, 2006

Customer Service E-mails

April 24, 2006

I just sent a query to my credit card company via their Web site asking about their surcharges on transactions made in foreign countries (I'll be going on vacation this spring.) I've used this method before. When an agent answers my question, I get a notification to log into my account and view the response.

It used to annoy me that so many telecom and financial services companies no longer make their phone numbers easy to find.

Featured Events