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

Call and Talk to Watson

The future contact center is an exciting place.  Artificial Intelligence will be front and center.  The elements of some of this exist...

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Fog Computing is Booming and it Changes Everything in IoT

Name a market worth $18 billion in a few years with a 500% growth rate that almost no one knows about. If you...

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Apple Responds to Our iPhone X Wireless Charging Complaint in One Day

Boy that was fast - just yesterday we said Apple lagged behind Samsung in the wireless charging world. Samsung supports up to...

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Pictek Fast QI Wireless Charging Pad Review

When we received our iPhone X, we knew we had to try out the wireless charging feature of the new device. The...

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Facebook Fights Revenge Porn With Dumb Idea

Facebook is testing new technology that is designed to help victims of revenge porn acts. This new tool is currently being tested...

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Why Media Gateways Anymore?

This past summer, I wrote a few blogs relating to older technologies such as PSTN, SS7, Fax, etc.  At Dialogic, part of...

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Galaxy S8 Outdoes iPhone X in Freeze Test

The screen test below shows what happens when you put two of the top smartphones on the market - the Samsung Galaxy...

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Remote Support Webinar

February 16, 2006

Ancient History: CTI, Dialers

February 15, 2006

I'm looking through old issues of Telemarketing magazine, which some of you may know is the old name of Customer Interaction Solutions magazine, to discover information about an old program we used to run. I'm having an excellent blast from the past...even though the issues I'm looking through are only from 1993 and 1994, which doesn't seem very long ago, technology-wise it might as well be the Stone Age.

One article boasts about the cutting-edge benefits of CTI (computer-telephony integration), which actually allowed you to see customer records simultaneously with the phone call! (Seems very low-tech now, doesn't it?) Also, another article crows about the virtues of auto-dialing, which at the time was so helpful in replacing "existing technology." What was the "existing technology"?

Call Center Sitcom

February 13, 2006

Bye, Jeeves

February 10, 2006

West Buys Raindance

February 7, 2006

Inbound Regulation

February 7, 2006

Hosted Call Handling

January 31, 2006

Glückliche Geburtstag, Mozart!

January 27, 2006

CEO Of The Year

January 26, 2006

Online Holiday Shopping Summary

January 24, 2006

It's that time again...to begin economically dissecting the results from the 2005 holiday shopping season. From what I gather reading business news, the in-person retail results were a constant, "break even" level, and the online holiday shopping levels once again exceeded expectations...$30.1 billion according to Goldman, Sachs & Co., Nielsen//NetRatings and Harris Interactive.

The same survey detailed something very interesting...82 percent of respondents said they would be less likely to return to a site where they had a frustrating shopping experience, and nearly a third said that a frustrating experience when shopping online would make them less likely to buy at that retailer’s physical store. 

With numbers like that, you'd think companies would be falling over themselves to improve their online shopping experience. But then, we all know that there's a big disconnect between what companies "ought" and what they do.

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