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

Google Glass Hackathon Comes to New York

At TMC’s Wearable Tech Expo event this past summer in NYC I had a chance to meet Katy Kasmai who heads up...

Full Story »

What's Driving IMS Today?

IP multimedia system (IMS) network architecture has been around for a long time.  While it was originally conceived for mobile IP...

Full Story »

Optical Transport Networks Help Operators Meet Growing Traffic Requirements

By: Mae Kowalke, TMCnet Contributor It has been called the “data storm;” due to increased online video usage, the cloud, and mobile...

Full Story »

Altair: LTE the Right Choice for M2M & IOT

Some of my early conversations about the M2M and IoT space with carriers had them explaining to me how they love these...

Full Story »

Speech Analytics - Data Mining Those Recordings

When I was in Vegas for ITExpo, I participated on a Voice Analytics panel at the SmartVoice co-located conference.  Speech /...

Full Story »

Defending Against an Autocomplete Smear Campaign

What would you do if you started to Google your name and Google was to suggest you complete the query with the...

Full Story »

VoLTE Versus WebRTC: I didn't know it was a battle

When I talk to customers, they often ask about how WebRTC compares to voice over LTE (VoLTE), and which technology “will...

Full Story »

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.

Featured Events