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

See a Top 10 Tech Speaker at IoT Evolution in July

The tech space is moving so incredibly quickly that you have to attend conferences, webinars and scour the news to be aware...

Full Story »

SIP Trunks and Whaaaat???...Gateways...but not SBCs?

Back in March, I wrote a blog about the PSTN sunset. But in reality legacy technologies are still in use.  I know this since...

Full Story »

Waiting on the Channel

Whether it is TPX CEO Richard Jalkut or other channel executives, providers are impatiently waiting on the channel to jump off...

Full Story »

Solving the Data Analytics Skills Gap

Data analytics is doing absolutely amazing things for companies... Recently, Vodafone worked with a venture-backed company Celonis to improve efficiency. The results...

Full Story »

Don't Judge the Microsoft Surface Pro by its Reviews

Disclosure: we use an iPad Pro and iPhone and a Microsoft Surface Book on a daily basis so you can see we...

Full Story »

Fax Still Going Strong

Last week, I had the pleasure to meet with most of our Japanese fax customers in Tokyo.  Fax, like many PSTN...

Full Story »

2 Blockbuster Deals

The VADs (value added distributors) are feeling the pinch of the growth of cloud, SAAS, SD-WAN, managed services - amid the...

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