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

Cisco VNI Report on Mobile Video

The past few weeks, I have mentioned the February 2016 Cisco VNI report to make some points about WiFi.  However, the Cisco VNI report...

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Windows 10 Includes Flipboard and Candy Crush Bloatware

Its Memorial Day weekend and while most of you are out in the park, having hot dogs, etc., I'm captivated with my...

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Programmable SIMs for IoT, How DIDs Fit in and Alexa Fun

"Twilio ramps up mobile play with programmable SIMs for IoT and handsets with T-Mobile," says Ingrid lunden at TechCrunch. The idea behind...

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EEOC Finds Silicon Valley filled with Racist, Sexist Criminals

Expect the summer of deflection to continue. I have discovered the reason that there is a lack of diversity in Silicon Valley....

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Open Letter to LinkedIn

What started as a neat online rolodex evolved into a business networking site, but now is a lousy version of Facebook....

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API of the Week: Stitch Labs Adds Flexibility to Omnichannel Commerce

As the number of sales channels explodes, companies look to automation to help them manage inventory across them all. From Amazon to...

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ITW and the Importance of Services

As many of you know, ITW has historically been about wholesale voice minutes exchange.  But as voice minutes exchange has lessened in...

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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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