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

Execution, Flexibility, Safety, Ease of Use Key to Digital Success - Lessons from Gitex 2016

The etisalat and Nissan Smart Car collaboration, the robot policeman, and James Baresse's presentation on three needs for digital payment system success...

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Are You Managing Hours or Outcomes?

Another consultant is having a trying experience with a client. The client wants to see the consultant in the office more,...

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Whatever Happened to Dialogic Boards?

I stopped wearing Dialogic shirts in airports many many years ago, simply because I often got stopped by people who used our...

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ORBCOMM Looks to Become Complete IoT Solutions Service Provider

One of the topics discussed often among communications service providers is whether they want to be relegated to dumb pipes or they...

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Your Phone Just Ate Your Car Key

Are you ready for your new digital future? It’s a great question to ask as the role your mobile phone plays in...

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Doing Business in a Busy, Blurred Environment

Logging on to LinkedIn these days, I have to remind myself that it is in fact LI and not Facebook. The...

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Wireless Carriers Racing to the Bottom

It had to happen eventually - a price war is taking its toll on telecom equipment providers because their customers won't spend...

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The Song Tapper

April 20, 2006

Feedback On Credit Card Piece

April 13, 2006

I've gotten some comment on my article of yesterday, Someone Needs To Put A Leash On Credit Card Issuers. Here is one:


Kudos! I just read your article, "Someone Needs To Put A Leash On Credit Card Issuers." You're right on target, of course, but there's even more! Acquires Sendia

April 12, 2006

Google My Pizza

April 7, 2006

As often happens on Friday, I'm too tired to cook. The very thought of making even�toast right now exhausts me. While I'm normally an avid cook, I am less than inspired to start experimenting in the kitchen tonight. The sum total of my kitchen equipment manipulation will be to acquire a beer out of the fridge upon entering my house.

Skills-Based Routing

April 6, 2006

Patents Gone Wild?

April 5, 2006

Former CIS editor David Butcher spotted my article on the Netflix versus Blockbuster patent hoo-ha today, and sent me a wonderful tidbit of information...that someone has actually patented the childhood "string phone" concept. To much money do our former seven-year-old selves own the patent holders?

United States Patent 4,195,707
Kupperman, et al. April 1, 1980


April 5, 2006

Aspect Is Now Complete

April 4, 2006

The Packaging Industry...

March 31, 2006

...has gone mad. If you thought that the telecom industry has more than enough to annoy (IVRs, outbound telemarketing, cell phone billing), then consider the packaging industry.

I just opened a bottle of fish water conditioner since I needed to change the tank water of the goldfish I keep on my desk (Skippy). After taking the small bottle out of the clamshell package, I found a small protective cap ring on the bottle.

Impulse Buying Doesn't Work For Technology

March 31, 2006

Several months ago, our annual Buyer's Guide issue went off into the mail. It's a resource we hope you'll keep and refer to throughout the calendar year, particularly when your 17-year-old call center reader board spontaneously combusts, setting off the sprinklers, which in turns ruins all your headsets. Not that we're hoping you experience a scenario like that, but hey…you never know. One thing at Customer Interaction Solutions we try to do every year is to not only discuss what to buy, but how to go about buying it.   We're a nation of impulse buyers.
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