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

New Obama Immigration Rules and Trump's Lower Taxes and Regs to Boost Economy

Before Donald Trump gets inaugurated, its worth noting that the U.S. Government finally did something right when it comes to immigration. For...

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The Deskphone Market... it's Alive; it's Alive!

The deskphone market has been left for dead by many but there is still room in the space for the device to...

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Congrats to TMC Customer Phone.com

Hats off to Phone.com for big customer wins in 2016. The cloud communications company landed new partners and clients like StructuredWeb, Liftmaster and The City of Newark....

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WebRTC MCU Architecture - All For One And One For All

The conferencing market is huge. It was expected to be over $2B in size in 2016.  And with good reason – it fulfills...

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The Fight to Make a Living in Cloud

How many articles and keynotes have been about how channel partners aren't jumping into cloud? I find it funny that it...

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Raven Guru The "Just Right" Marketing Agency

Not too big, not too small. All the experience, none of the fat.David Byrd is one of the more experienced marketers in...

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Just 18% of Computer Science Degrees go to Women

It seems, there are subtle messages we send to girls in school which may keep them from pursuing STEM study and careers....

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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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