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

10 Reasons why CurrentC Will Lose the Mobile Payment War

By now, most of us have heard that retailers such as CVS allowed NFC-based payments for a few days via Apple Pay...

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Why E-Mail Sucks and How to Make it Smarter

Many of us live in email. I get hundreds per day and I need almost every message. I am also a source...

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The Contact Center's Seemingly Oxymoronic Play: How to Decrease Costs Yet Improve Customer Service

I was recently asked to talk to some of our many contact center customers about the new contact center trends.  It...

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The New Facet of Customer Experience Management - Field Service 2.0

By: Rhodo Odysseos, Product/Solution Marketing, Alcatel-Lucent, and Jess Verbruggen, Motive Integrated Marketing Assistant, Alcatel-Lucent

Traditionally, communications service providers (CSPs) have treated the field service aspect of their organization as a cost center. Field technicians engaged in maintenance activities were simply a part of the cost of doing business.  More recently, the communications industry in general and the field service arena in particular, has been disrupted by immense changes in the customer profile, service expectations, and behaviors.

Field service is often the only face of the company that a customer will ever see, so it’s not a surprise that CSPs are striving to make a positive impact on customers in this realm. Achieving full potential in field service saves CSPs a lot of time and money. Productivity and efficiency reviews targeted at field service operations, done correctly, can reinforce other areas of the business by increasing customer satisfaction and improving safety and quality. 

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Amazon Fire Phone Should be a Laptop

I’ve written a lot of headlines in my life but this one is among the oddest. Why on earth does a phone...

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Apple Pay Vs. Google Wallet

Replacing credit cards can likely only be done if the new system is dead-easy to use and it moreover has to be...

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Signaling Offers Great Differentiation for Mobile Value-Added Service Offerings

We’ve all heard that some Value Added Services (VAS) revenue such as Short Message Service (SMS) are starting to decline in...

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Nortel's Poisoned Chalice?

September 16, 2009

Nortel has been the walking dead, its heroic and dedicated engineers like the still-vital organs struggling with weakening condition to produce and support IP-oriented quality products as they were drained with layoffs. Little wonder that in the contact center field at least, reported Interactive Intelligence's Joe Staples--whose firm has seen competitors like the 'old' Aspect, Davox, Rockwell et al disappear and many others fade into insignificance--Nortel's product line was aging with little new to get these buyers excited. Then again IP-from-the-ground-up companies like Aastra, Cisco, Fonality, Interactive Intelligence, and ShoreTel, to name but a few, didn't have the legacy TDM/PSTN baggage to lug with them. For these companies there is no need to 'migrate' customers to IP; they are already there.

Nortel's Pending Demise Reminder Why Open Source (And Hosting) Is Way To Go

September 9, 2009

The impending demise of Nortel's enterprise division--which it will be unless it is won at the ironically dated/located September 11 auction in New York City by a bidder that is willing to keep it as an independent corporate entity, and that appears unlikely---is a stark reminder of that open source virtue. Anyone who owns Nortel proprietary software, and hardware, will have to plan for end of life, and buying replacement products

Triaging the Healthcare Debates

August 25, 2009

Is it in the employers' best financial interests to collectively pay huge sums for administration, back office, and overhead, including marketing, customer care, and billing/collections contact centers and their underlying technologies? Dollars shelled out by them and their employees that could have gone instead to keeping employees and families well and keeping their costs down?

A Tip of The Hat to Radisson YVR (Vancouver)

August 18, 2009

There is great customer care and then there is great customer care. Service that is delivered by companies and staff that assists not only existing customers but who goes out of their way to help those individuals and businesses who are not but thanks to their four-star treatment could well be in the future and if not them their family, friends, and associates. Radisson Hotel Vancouver (B.C., Canada) Airport (a.k.a. YVR), which is located in the suburb of Richmond, falls into that category. For service alone I recommend staying there, along with being very convenient for both the airport and the downtown, including the Olympics venues.

Lack of Vision Nortel's Downfall

August 11, 2009

If you want to get somewhere then you have to see how to get there. And if you can't see where you're going you'll stumble and fall. And that's exactly what happened with Nortel. This lack of vision: both foresight and on the immediate environment led it to crash.

The Flexible Revolution

July 30, 2009

With a recovery that promises to be slow and painful firms that are encumbered by expensive fixed objects: buildings or hardware, processes, and thinking are unlikely to make it and if they do they will struggle. Companies that have embraced flexibility: opex not capex, leasing and hosting software, hardware, and hardware only if necessary, video/web conferencing not travel, and telework not bricks-and-mortar, are more likely to shine through.

O' Nortel, O' RIM, and O'Canada

July 27, 2009

until Canada's business/government culture changes, encouraging and supporting entrepreneurship and innovation and making the country more competitive there will be more sad stories like Nortel, and the Arrow--and more leaders who have and can make a difference shut out--resulting in fewer, highly-trained and paid workers that should be the bedrock of its economy.

A Salute To The U.S. Army, InfoCision, and West, for PaYS

July 21, 2009

So it is with the deepest respect that I salute our veterans. And that I salute the U.S. Army for devising and InfoCision for becoming one of the latest participants in the Army PaYS (Partnership for Youth Success) program for taking proactive action to ensure a future for them in civilian life.

Memo to Canada's CRTC: Shame the Telemarketers, Release the Names

July 13, 2009

The CRTC's reasoning--or in the view of critics, excuse,--according to vice-chairman of telecommunications Leonard Katz is that the "'intent here is to promote compliance,' not punish the companies by publicizing their names right away." Nonsense. The only way you get these characters to clean up their acts is by shaming them in front of the very people that they have been seeking as customers, but chose to violate their rights by breaking the rules designed to protect them. IOW hurt them where it counts in sales and reputation.

The Honduras Mess and Nearshore/Offshore Risks

July 8, 2009

The recent military coup in Honduras illustrates one of the risks of locating contact centers and other operations in other, and poorer countries where there are great income and other social disparities between classes, and that is political instability. It is truly unfortunate in Honduras's case that the political situation had deteriorated thought not well to begin with. The country, which has nearly 8 million people, could stand to benefit greatly from the nearshoring trend, and the many well-paying high-status BPO jobs it can bring, which has boosted the economy of next door Guatemala.
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