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

Like a Room without a Roof, Women in IP Communications

       Pictured left to right and top down are some faces in VoIP: Yana Stamcheva, senior software developer at Atlassian; Jennifer...

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Thank You IoT Evolution Community!

Thank you so much IoT Evolution participants - we appreciate you making the show a resounding success. In addition, thanks to all...

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What to Expect at MWC 2017

Mobile World Congress is coming up soon and it’s always fun to speculate on industry marketing trends one might expect to see. ...

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The DID is Dead and T-Mobile Revived It

The DID is dead? T-Mobile proves your phone number, your digits, your DID (direct inward dialing) are a hot commodity! Move over...

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Greenfield Tech Has big news @ITEXPO

Greenfield Tech had a skew of news at ITEXPO 2017 in Fort Lauderdale, FL. Eric Klein and Nir Simionovich explained how the company...

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OTT and the Enterprise and the Impact on Service Providers

Service Providers don’t just provide services to consumer subscribers like you and me.  Service providers also provide a lot of services to...

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OTT and the Enterprise and the Impact on Service Providers

Service Providers don’t just provide services to consumer subscribers like you and me.  Service providers also provide a lot of services to...

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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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