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

Country Music and Wi-Fi Offload

This past Sunday night I attended the 50th annual Academy of Country Music (ACM) awards, hosted at the AT&T Stadium outside...

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Why Aren't You My Customer?

COMPTEL had a sales training session for attendees with Stephen Schiffman. Schiffman has written 50+ books in his 35 year career...

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How Imagine Communications is Bringing Video Distribution to the cloud and Beyond

At the end of 2014 I declared Imagine Communications one of the companies to watch in 2015, specifically stating: The video industry...

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The Race to Gigabit is About Business

The cable companies racing to Gigabit networks isn't about delivering ultra-fast broadband to consumers. The Gigabit announcements get them good PR...

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Four Ways Cable Operators Can Boost the Customer Experience

By Mae Kowalke, TMCnet Contributor

The customer experience has always mattered, but its importance has grown in recent years. This has been driven by increased global competition, including the almost instant availability of alternations, and the rising expectations by fickle and informed consumer. Yet, cable operators have a long way to travel if they want to deliver the customer experience (CX) that consumers demand.

The Temkin Group’s Q3 2014 survey of 10,000 US consumers’ opinions about goods and services registered the lowest ranking average Net Promoter Score (NPS) for pay TV providers, a telling statistic. Internet service providers did almost as poorly, coming in only one position higher.

“As technology innovations drive shifts in consumer behavior and open new service opportunities, operators must start eliminating pain points,” stressed Alcatel-Lucent’s Nicholas Cadwgan in a recent TechZine article, Cable MSOs transform the customer experience. “This includes any obstacles that will impede their ability to launch and provide adequate care and quality assurance for those services.”

Cadwgan lays out four customer experience management (CEM) areas that cable operators should focus on.

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HP Can't Compete in Public Cloud as Amazon Machine Learning Launches

There are long-term trends in technology we all know are happening. Computers will get more powerful. More devices will be connected. Finally,...

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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:

Tracey;

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!

Salesforce.com 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 think...how 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

Snow

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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