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

Tech to Eliminate Fast Food Minimum Wage Workers

The Momentum Machines burger robot robot explainedAs cities around the country are passing laws to ensure minimum wages are increased to a...

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Advancing Texting for the Contact Center

Last week, we explored texting within the contact center realm.  As texting becomes more prevalent in the contact center, there will...

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GENBAND Perspectives 15 Live Blog #GBP15

Welcome to the Perspectives live blog for 2015. A follow up to blogs from 2014, 2013 and 2010.The live blog officially starts...

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Serve Powerful PBX Market in the Cloud via Wave-Tel

Wave-Tel's CTO and Business Development Director explain why offering an IP PBX in the cloud is so attractive to small businesses; therefore,...

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Sponsored Data Charging - Disrupting the Mobile Industry

By: Barbara Sampson, Senior Marketing Manager, Alcatel-Lucent

New Service Provider Revenue Monetization Model

Just as LTE has evolved to be the predominant technology for mobile broadband providers -- generating an average data volume per user of 168% higher than 3G data – so must the traditional charging model change. One charging model growing in popularity is Sponsored Data Charging. 

Sponsored Data Charging enables mobile subscribers to view, stream, and benefit from sponsored content and use applications over the mobile service provider’s network without that data usage coming out of their monthly plan. The data charges that a subscriber would pay for the sponsored content are paid instead by the third-party provider owning the content. Even more importantly, a subscriber can test out certain sponsored applications and features for a short time to determine whether to subscribe, without impacting monthly data-plan limits.

Not only is Sponsored Data Charging built for massive broadband usage from all kinds of connected devices, it also can support emerging technologies such as VoLTE and NFV. Key target industries include advertising, retail, media, entertainment, healthcare, and financial services.

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The Gaming Evolution, from Touch to Buttons

Now that touch screens have permeated all sorts of computer form factors from watches to phones and tablets, its worth mentioning touch...

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Did You Make It?

IHS Infonetics' Hosted Unified Communications Scorecard came out. I have to wonder how they score this. I know from my own...

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Lest We Forget...

November 11, 2009

Take a moment today, on the 11th hour of the 11th day of the 11th month, to think about and honor those who sacrificed, and who are willing to sacrifice their lives for our freedoms, for our nations.

The most moving words that have written about those who fought and died in war, and who continue to do so is arguably the poem 'In Flanders Fields'. It was written, reports Wikipedia by a Canadian military physician, Lieutenant Colonel John McCrae on May 3, 1915 during the infamous 'War to End All Wars' i.e. the First World War, after he had watched his friend, Lieutenant Alexis Helmer, only 22 years old, die in battle the day before in Belgium.

Automation Dooming Indian Outsourced Contact Center Jobs?

November 9, 2009

Well thanks to technologies such as electronic order entry, improved IVR, speech recognition but more importantly web self-service and more recently outbound notifications there is a growing realization that automation could doom many jobs, such as in contact centers, even in India, long the land of low-cost offshore outsourcing.Does this mean that offshoring will end? Well...no. As India's companies and employees become more expert and proficient with technology, expect them to develop and refine automated solutions...at less cost than their North American counterparts.

Why Treat Contact Center (and Other Service) Employees Well In Tough Times

November 3, 2009

Ask anyone who works in the service sector: contact centers, hospitality, retail, and transportation especially, the one thing besides lousy supervisors and managers that drives them up the wall and that is wild scheduling--days, times, even locations worked changed on a moment's notice--resulting in fewer hours and less income. Having said that, and on the positive said there are a good many companies, including contact centers that do treat their people well. They get the message that in the service business your employees are your principal investment because it is they that interfaces with the end-customers i.e. the one who give you money. And, not surprisingly, these outfits have strong balance sheets, enabled by productivity-and-revenue enhancing loyalty.

Do We Need Contact Centers?

October 28, 2009

Are contact center agents, which are still known as 'operators' in the answering service world going the way of elevator operators? For every contact center opening and expansion heralded there have been the understandably less trumpeted closures and cutbacks thanks to automation.

The Environment, Climate Change, and Contact Centers

October 23, 2009

How do environment and climate change issues impact business functions like contact centers? Easily and painfully. For if harmful substances are pumped and dumped into the environment: air, on the ground, and in the water your health and finances, that of your family, your employees and their families, and your customers will suffer. These impacts also includes higher healthcare costs that shift spending away from other items (like yours), decreased productivity via absenteeism hikes and resulting increased staffing/training expenses, growing disaster risks, and losses.

'Cowardly Callers' in U.S., Canada?

October 21, 2009

came across this excellent, insightful study of what I term 'cowardly callers' conducted by solutions firm Corizon and YouGov of abusive U.K. callers--the press release says " Contact Centre Rage: Corizon Survey Finds Scots, Men and the under-30s to Be the Worst Offenders" and it got me to thinking: has there been /can there be a similar study in the U.S. and Canada?

Another Social Networking Landmine: 'Kind' Reviews

October 14, 2009

My black journalist's heart loves contrarian stuff. And what is darker and more contrarian than this quite correct observation/report from Christopher Null's The Working Guy blog 'Why user reviews are worthless'. This is one more IED in the social networking field that could blow customer service/marketing/ strategies up in enterprises' faces. It joins firms using social networking (including reviews) to plump their products and diss their competitors.

Save Lives, Reduce Injuries, Cut Health Costs, Don't Drive and 'Telecommunicate'

October 7, 2009

So I ask this industry: when are you going to wise up and take a leadership role and get with it on ending driver distraction by technology i.e. to ban and punish harshly those who 'telecommunicate' (phone, text, video, etc.) when operating a motor vehicle? Like the Province of Ontario's new law (yes I used to be an Ontario resident and motorist with a clean driving record and I supported its legislation) that comes into effect Oct.26.

Creating the Ultimate Tablet PC

September 30, 2009

So Apple is going to re-invent the Newton to create the ultimate tablet with the return Michael Tchao? That's the big rumor... I hope so. None of the current devices really cut it for serious to use the rock band Tubes song title: "keyboard kids." Take it from this longtime (yeah 20+ years) heavy duty portable computing device user: Apple should borrow/swipe/steal as much as it could from Kyocera i.e. Radio Shack, the makers of the TRS-80 T100s and T200s.

Avaya 's Act To Keep The Nortel Deal?

September 25, 2009

Unless there has been backroom assurances and promises that haven't yet seen the light of day, seeking the review is a gutsy move by Avaya to quell the negative press over rumored layoffs--and the reports of Nortel customers going to competitors--aimed at stanching what the cynical would regard the rapidly bleeding value of its costly purchase.
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