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

Homeland Security and EU Remind us Companies are Not Cybersecure

In case the news of constant breaches isn't enough to inform you that most companies are not prepared for cyberattacks, recently, the...

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Fuze Touts Rapid Growth and Significant Samsung Partnership

Fuze is a global UCaaS provider – in business since 2006. Their average seat size is greater than 3,000 with 40% of...

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Infovista Ipanema SD-WAN Now With Nextgen Application Intelligence+ and Cloud-Native Orchestration

In an in-person interview, Ricardo Belmar, Sr. Dr. Global Enterprise Marketing, Infovista explained the company’s Ipanema SD-WAN has enhanced application intelligence as...

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CallMiner Makes AI-Fueled Speech Analytics a Reality

CallMiner allows organizations to extract intelligence from customer interactions,” said Scott Kendrick, VP of Marketing In an in-person interview. You may know...

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Omilia Conversational AI Expands into Cloud

Omilia is a software company focusing on customer service automation. They have an AI system commercially deployed at large scale. They handle...

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PCM Enhances Collaboration Portfolio

PCM is the 2.3 billion dollar a year organization you may not have heard of. They were once PC Mall – remember...

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Beware of New Zealand-Related Scams and Malware Campaigns

Please make note of this important warning from DHS: ---In the wake of the recent New Zealand mosque shooting, the Cybersecurity and...

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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.

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