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Brendan Read
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| Contact Center/CRM Views and Analysis

Uber News Involves Sexual Harassment While Waze Competes

The news of the week wasn't great for Uber as a result of sexual harassment claims by workers via a blog post...

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Forward This Post to Employees To Protect From Hackers

Although there is no guarantee you can be 100% protected against hacking, there are some basics you can share with workers to...

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The Drone Wars Have Arrived

An army of good drones will protect our high-value targets at all times. In February 2014 we warned of the impending urban drone...

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Downhill Sledding

For Agents especially, our business has been downhill sledding, much the way Calvin and Hobbes did it (see HERE). Price compression...

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Avaya Bankruptcy Really Doesn't Bother Buyers

At this month's ITEXPO we hosted a panel on Cloud UC with RingCentral, 8x8 and Broadsoft and one of the first questions...

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How Service Providers Can Avoid Becoming A Bit-Pipe

I was recently talking to STL Partners / Telco 2.0 and we had a discussion about service providers now facing the similar...

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Like a Room without a Roof, Women in IP Communications

       Pictured left to right and top down are some faces in VoIP: Yana Stamcheva, senior software developer at Atlassian; Jennifer...

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IP-Based Call Centers

March 30, 2006

Largest Union Chooses SER

March 28, 2006

Real News?

March 27, 2006

Bands & Search Engine Feedback

March 24, 2006

Kudos To Convergys

March 23, 2006

Filipino Call Centers To Grow

March 22, 2006

Aspect Leads In Magic Quadrant

March 21, 2006

Credit Freeze Feedback

March 20, 2006

I'm getting a great deal of feedback on my series of articles regarding credit freezing. I've gotten some different perspectives from these e-mails, so I'm going to start and post some of them. One reader wrote and said,

Dear Tracey:

I read your column on security freezes and found it very interesting. If it were me, I might add Innovis Data Solutions (CBC Innovis) to your security freeze list, the fourth “secret” credit bureau that may eventually start selling credit reports.  Check NJ PIRG for more info.

Aspect Does Outbound

March 16, 2006

Aspect Software today announced the general availability of  its Aspect Enterprise Campaign Manager 2.0, which is an outbound campaign strategy management and call optimization product.

In an era when even companies that do primarily outbound don't want to be known as companies that do outbound, it's nice to see continued innovation in this area. I have been busy compiling the "Outbound Technologies Roundup" for the upcoming April edition of Customer Interaction Solutions, and I was bowled overy by how many companies are still aggressively pursuing...and succeeding...by focusing on outbound technologies and services.

It's also a fallacy that the only growth in outbound is overseas...evidence from this year's Top 50 Teleservices Agencies Ranking proves that U.S.

Dialers On EBay

March 13, 2006

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