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

A Candid Talk with Ford about Connected Cars and the Future

At Mobile World Congress (MWC) in 2015 I spoke with James Buczowski a Henry Ford Technical Fellow about the company’s connected ecosystem...

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Acision Fights Creative Destruction with Innovation at #MWC15

At Mobile World Congress (MWC) in 2015 Mark Zuckerberg gave a keynote speech for the second year in a row and to...

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cVidya Helps CSPs Provide Mass Customization to Boost Profit

We live in an age of mass customization. We've seen the trend for decades but its accelerating as customers can design their...

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cVidya Helps CSPs Provide Mass Customization to Boost Profit

We live in an age of mass customization. We've seen the trend for decades but its accelerating as customers can design their...

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The MWC 2015 Reality

A month ago I wrote a blog about what I’d expect to see at Mobile World Congress.  At that time, I...

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Quantifying IP/optical integration synergies

By:  Alcatel-Lucent’s:

  • Ben Tang, Distinguished Member of Technical Staff in the Bell Labs Consulting Services department
  • Mohcene Mezhoudi, Senior Consultant Member of Technical Staff in the Bell Labs Consulting Services department
  • Arnold Jansen, Senior Product Marketing Manager

From original Alcatel-Lucent TechZine posting

IP/optical integration typically results in cost savings, but maintaining service availability is also essential when measuring total return on investment (ROI). An analysis of 3 modes of operation found multi-layer protection and restoration to be the most cost efficient while meeting availability requirements.

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5 models to speed LTE public safety adoption

By: Jérôme Brouet, Public Safety Solution Director, Alcatel-Lucent
From original Alcatel-Lucent TechZine posting

Public safety professionals require the highest level of reliable, multimedia mobile communications to enhance their operational effectiveness. And while standard based long term evolution (LTE) provides the most cost-effective and secure way to support these broadband communications, transitioning to this new technology will demand a complex technical, operational, and business evolution for the public safety community.

Why LTE – and why now?

Public safety communications are at a turning point. The most urgent events – planned and unplanned – require more than mission-critical voice to improve first responders’ efficiency. Real-time imagery, video, geo-localization, and high-speed access to private cloud-based information and applications are becoming essential to fulfill first responders’ missions.

Existing private mobile radio (PMR) systems have limited capabilities to deliver this, because they were designed to primarily support narrowband mission-critical voice.

For LTE, it’s a different story. LTE can complement existing PMR networks to dramatically enhance operational effectiveness and coordination within a secure infrastructure shared by cooperating agencies.

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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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