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

AirHopper: Even Air-Gap Networks are Not Secure

It’s a good time to be in the Cybersecurity business. Quite often, highly secure computers are disconnected from the outside world so...

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The era of the hardware-based media server is over -scaling software-based media servers

As the telecom world moves closer and closer to software- based infrastructure, many questions are being asked about scalability of these...

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Brochures

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10 Reasons Why Microsoft is Winning

With new CEO Satya Nadella at the helm, Microsoft is changing and into something it needs to be. A company embracing a...

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Recognizing the Similarities Between WebRTC and VoIP

Next week I’ll be giving a keynote at the WebRTC Conference and Expo V.  When I last gave a keynote at...

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Invisible is Good Design

The whole idea of being a technology provider is that you make the technology invisible to the customer. They just have...

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VDSL and Vectoring are Important Parts of Broadband Deployment

By: Wendy Zajack, Dir. Product Communications, Alcatel-Lucent

From original on Alcatel-Lucent corporate blog

A few months ago our home WiFi slowed to a crawl. At first we thought it was a temporary thing, but after my son ran a diagnostic there was a problem with our high-speed broadband.  

While the technician was fixing it, he mentioned that for an extra $10 a month we could get a faster plan.  Living in the US we already (in my opinion) pay enough for our monthly broadband package so I immediately said ‘no.’ But I told my kids that IF they wanted to pay for it … we would consider it.

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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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