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

Why TelePacific is Re-Branding

In this podcast, I speak with TelePacific's SVP Ken Bisnoff on why TelePacific is re-branding. The CLEC of old is gone....

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Communications Tech Development = Code + Human Resources > Enter OpenSIPs Summit 2017 Amsterdam

A big difference between a successful communications technology corporation, startup or project and a flop is the development of the solution behind...

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Telecom Tidbits (part # 2450)

Amazon Using Trojan Horse Approach To Go After Smartphone Voice Market. Amazon is agressively pursuing the voice personal assistant market, focusing...

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Telecom Tidbits (#2449)

Telecom is still broken. Ordering a 1GB Internet port in a Lit building has turned from a 2 week turn up...

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Shock! IBM Reverses Telecommuting Policy. Here's Why

It's mind-boggling. It's incredible. The biggest news in tech culture is without question  the reversal by IBM regarding a telecommuting policy which...

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What does having no PSTN lines really mean?

There are firm actions starting to take place about PSTN sunset.  What this means is that our landline networks that we...

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10 Seismic Communications Trends Creating Billions in New Value

People need not apply in our brave new communications future Communications was once a person-to-person mechanism allowing individuals to collaborate or share...

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Does Nyah-Nyah Marketing Really Work?

February 9, 2005

Turning Banking Call Centers Into Relationship Centers

February 7, 2005

This news item appeared today:

S1 Enterprise Delivers Complete Solution for Transforming Banking Call Centers into Relationship Centers

I picked out this quote from the release -- seems to reflect an important truth in financial services:

"The call center was once a cost center to most financial institutions, but it is now seen as potentially a major profit center and as the point where service representatives have the greatest impact on customer satisfaction and retention."
-- Ross McKay, vice president of product management for retail banking at S1

Dictaphone: An Old Dog With Very New Tricks

February 1, 2005

If I put 1,000 business people into a room together, and asked them all what the most significant cost of doing business is, my guess is 999 of them would answer "labor." (Perhaps the one lone dissenter works in the Underworld, where "firing employees" literally involves the use of a flamethrower.)

Why is labor so expensive? It's not just the salaries, of course, though those are a large part...it's the turnover. From the moment an employee departs, the process of hiring a replacement involves a cash and resource outlay every step of the way. First, you've lost company human capital in that trained employee who has just departed.

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