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

Chelsea Manning: Top U.S. Traitor and Leaker, May Become Senator

History Will Remember the U.S. Government as Going too Easy on Hackers and Leakers Photo courtesy of APThe United States made a...

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The End (and Beginning) of a Good Thing

After approximately 13 years and over 650 Tuesday morning blogs for Dialogic (and actually one last Thursday and this past Sunday), this...

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STP's Just Keep Going

  When I’m meeting with customers, usually I do a brief overview of our product line.  While we have all the cool...

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The Evolution of the Software Media Server

As part of Intel in the late 1990’s the Dialogic division saw a window into the incredible processing power of the forthcoming...

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Considerations for Cloud Based SBC's Part 2

  As Infrastructure as a Service (IaaS) takes hold, which means there are key communications infrastructure nodes running your business that are...

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Chess Master Dorsa Derakhshani Left Iranian Oppression for the U.S.

The origins of chess are not 100% known. Historians believe it was invented in India or China but either way, it spread...

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IVR in the Age of Siri and Alexa; Evolve or Die

We'd like to apologize in advance for the dramatic headline of this post, especially the evolve or die part but there is...

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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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