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

How Nuance is Powering the Voice Economy

It's no secret that voice interfaces have become one of the most successful product categories in recent years. With the price point...

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FCC and FTC Co-Host April 23rd Expo on Robocall Blocking

The Federal Communications Commission (FCC) and the Federal Trade Commission (FTC) will host a Stop Illegal Robocalls Expo on Monday, April...

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Why Not Move to Cloud Fax?

  The last couple of weeks I explored the topic of SIP Trunking.   One of the benefits I discussed is that cloud...

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Jabra Responds To Evolving Workplace with Engage 65, 75

After exhausting interviews with 400 call center professionals and IT administrators, Jabra set out to design headsets for the evolving workplace. Respondents...

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CounterPath Now does Collaboration

President and CEO Donovan JonesYears before it was fashionable, CounterPath had a soft-client, allowing an app to give mobile devices compatibility with...

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Kollective Improves Network Performance via P2P Technology

Enterprise network congestion on continues to be a problem as software updates and files continue to grow in size. Add to these challenges,...

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Could Scheduling Logins Make us Safer?

Hackers are relentless. Today it was discovered the Consumer Financial Protection Bureau (CFPB) suffered at least 240 data breaches and another 800 suspected...

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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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