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

Pros and Cons of Hosted vs. On Premise Phone Systems

Purchasing communications infrastructure equipment for your business, whether it’s data routers, SBCs or phone communication systems is difficult.  There are many vendor...

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Making Sense of Blockchain and Nothing Can Be Hidden in it?

The Bitfury Group and First Block Capital, on January 11, 2018, announced they had invested in Emercoin and would support the ground-breaking...

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Openpath Intros Next-Gen Access Control System

As everything in our lives has become smart; the phone, speaker, lights, cities, thermostats and doorbells, the reality is that pretty much...

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ZiipRoom Intros Must-Have Videoconferencing Solution

Friction or resistance is generally used to slow things down. In fact, a car's braking system is a great example of something very...

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Small Businesses Have Unique Needs When it Comes to Communication Systems

If you have a small business, chances are you have a business communication phone system someplace on premise.  That PBX communication system...

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ChatBots are Marching

Chances are you have talked to a Chatbot and didn’t even know it.  Like most contact center innovations, Chatbots have been driven...

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Why is the PSTN Long Tail So Long?

Even though VoIP and IP communications in general is now dominating all landline communications, why is the PSTN still there?  Why doesn’t...

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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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