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

What is MANO and why do you need it?

MANO is a confusing topic.  What is it, why is it needed, and how do I get one?  First, let’s talk about...

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iPad Pro Keyboard is Really Poor

The iPad Pro is yet another extension of the iOS family. While some consider its release to be a sign of failure,...

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ISIS Brings Flip-Phone to Crowd-Sourced Cyber-Hacking Fight.

Its an interesting world we live in where a group like Anonymous which likely wasn't thought very highly has become a savior...

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What Would an IoT Service Provider Even Do?

Service providers are eager to jump on the IoT train because of the vast opportunities. But what kind of service would they even provide?

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The Business Case for IP Transformation: Is Your Business Ready?

By: Steve Blackshaw, IP Transformation Product Line Management, Alcatel-Lucent

Delivering successful change programs is a significant challenge. Undertaking a Readiness Assessment speeds the launch of new IP services, reduces risks and aligns corporate objectives with your program.

The Challenge of Change…a true story

So your company is planning an all IP network. The CTO is delivering technology roadmaps, the COO is assessing the service portals, and network designers have been architecting for eight months. The program is well underway and people are now starting to plan the migration.

So, you start to scope out the effort required to deliver migration and calculate that it requires hundreds of resources to manage a switchover. You approach engineering to secure the resources, and are informed HR is managing a release program, remunerating engineers to leave the company. The same engineers that you need to deliver your program!

Sound familiar?

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Stanislovaitis Kickstarter Campaign Proves VoIP is Not Dead

VoIP is dead? We think not because it plays an integral part in effective unified communications, Internet of things and more. Plus,...

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Mitel Analyst Event 2015 Live Blog #MitelNext

Mitel put on a nice event in Manhattan today. Wes Durow, CMO made a great presentation on where the company was and...

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Tune In, Call in (And Donate), 'Hope for Haiti Now' Tonight 8pm

January 22, 2010

Here's an important way to help relieve the distress and suffering of the Haitian people from the recent earthquakes, The "Hope for Haiti Now: A Global Benefit for Earthquake Relief" telethon to aid the victims will air tonight at Friday, January 22, 2010 at 8:00 p.m. ET/PT. Helping to make the telethon a success is TeleTech. It will be providing technical infrastructure and 5,000 employees from around the globe to take calls from telethon viewers who wish to make donations to support the people of Haiti.

The warnings of (and responses to) Haiti

January 15, 2010

The almost incomprehensible destruction and loss of life and immense suffering from the earthquake that struck Haiti--alas another disaster amidst the economic and political turmoil that for decades if not centuries that have ravaged the people of this nation--also serves as a warning for companies in their site selection decisions: wherever they locate. The message is this: if you want your contact centers and other back offices to survive disasters in locations whether offshore, nearshore, or onshore then be prepared accordingly because the chances are increasingly excellent that no one else i.e. governments will protect you beforehand, during, or afterward. IOW you're on your own. To change and correct that last situation is--where politically feasible--up to you: to make sure that the authorities are doing their jobs in protecting your firm, staff, and their families.

9-1-1 Operators' Jobs Secure With New Car Infotainment Systems

January 7, 2010

The tough, dedicated professionals who staff the 9-1-1 contact centers, and those equally stressed pros who handle claims calls for health insurers who have been worried that the distracted driving laws being rolled out in the U.S. and Canada will result in fewer calls--and possible layoffs--can breathe easy. That's because the automotive and tech geniuses have managed to come up with exciting new ways for motorists to maim and kill themselves and others that should compensate for the fewer injuries and deaths resulting from the new regulations.

My Top Trends For 2010

December 31, 2009

This is the time of year for predictions and trends forecasting in the coming year, so before the famous lit bill drops in New York City's Times Square I'll offer a few of mine for 2010 and beyond:

Can Social Media Influence Sales? Just Ask Simon Cowell

December 21, 2009

If there is ever a demonstration that social media can make or break a product--and why enterprises should wrap tools and training with CRM strategies to effectively tap this new channel via their contact centers as presents to themselves-- then a recent U.K. Facebook-organized campaign to deny the debut single from the recent winner of Simon Cowell's X Factor reality show the hallowed position of Britain's top Christmas pop song should be it...And that's the lesson with social media. If individuals can topple the best efforts of an industry giant like him--with the lovely touch of beating the musical equivalent of saccharine with Semtex--imagine what those who believe or dislike other products and firms can do if they can gain support for their campaigns via the social channel.

Thinking Twice About Loyalty Programs

December 14, 2009

Developing customer loyalty through card/membership programs is a good idea, in theory and for the meantime in practice. Yet is this a short-term gig, about as effective cash/gifts/other goodies-based performance incentives, with the same inherent flaw? If companies spent more time and resources on the latter--delivering rightpriced items and experiences--reinforced by quality customer care including easy-to-navigate web sites and IVR menus and well-trained and attentive contact center and in-person i.e. retail, ticket counter, checkin staff--at the right price than on gimmicks like the cards, cutting out the programs' expenses and profits to the middlepeople--they may amaze themselves in seeing how loyal customers can be.

May Nortel Execs' Stockings Be Laden With Coal

November 30, 2009

Canada's CBC reported Thursday that Nortel's management approved a plan earlier this fall to reward themselves with salary increases, investments or bonuses. An internal document obtained by the broadcaster outlines a new compensation scheme for 72 Nortel executives that will see them get a total of $7.5 million on top of their current salaries in 2009. This greedy self-serving, yet not surprising move given Nortel's record of incompetent, questionably ethical management--one whose stupidity is matched only by its board who failed in its duties to properly oversee this outfit--comes out at a time when those that actually did their jobs well--its pensioners and long-term unemployed--are being denied what is rightfully theirs.

Who Needs Telemarketers? Pay People To Tweet and Post Instead

November 23, 2009

Here's a budding new and potentially more profitable and much less costly option to those hated (and in turn heavily regulated) cold-call telemarketing callspaying people to pitch goodies from their social networks i.e. Facebook, Twitter, etc.

Want To Make Money? Shape Up Your Voice Self-Service

November 18, 2009

managers and execs, here's a winner of a tip to make money and not leave it on the table: clean up your automated voice a.k.a.

Make Customers Smile? Give Them Low Priced Half-Decent Products

November 13, 2009

A Nov.11 Los Angeles Times column by David Lazarus makes more kicks at the commonly stated (if not truly believed, and for good reason) assumption of organizations, their contact centers, and their suppliers that customers really give a rat's hindquarters about customer service especially in this tough economy.
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