Columnist

Brendan B. Read Info

Brendan B. Read is a leading contact center industry journalist, with extensive experience covering site selection, outsourcing, teleworking, e-learning/e-training, and business continuity. He has held editorial positions with Call Center Magazine and DM News and has written for other publications including 1to1, Call Center Management Review, Contact Management, and Direct Marketing News. He is author of “Designing the Best Call Center for Your Business,” “Home Workplace,” and, with Joseph Fleischer, “The Complete Guide to Customer Support.” He is also a contributor to Computer Telephony Encyclopedia, authored by IP Telephony editor Richard ‘Zippy’ Grigonis.

Read has been on the inside of the teleservices industry. He provided corporate communications for The AnswerNet Network, one of the Top 50 Teleservices Agencies, from 2004 until 2007. He has spoken and has been a panelist at conferences including ACCE, Call Center Demo, the DMA, ICCM, and ICMI Knowledge Exchange.

Business journalism has been Read’s forte. In 1989 he won a first place business writing award from the Oregon Newspaper Publishers Association for a series on Portland, Oregon-area downtowns. He later lived in New York City, Seattle, San Francisco, and in the UK, working for a wide variety of publications covering the construction, electrical generation and installation, distribution and warehousing, international trade, legislation, metals, transportation, travel, and workplace safety. He also authored books on OSHA electrical safety regulations. His first article on teleservices, ‘TeleSell’, appeared in Electrical Wholesaling in 1992.

Read is a political science graduate from the University of Victoria, Victoria, BC, Canada.

Brendan also maintains TMCnet’s call center/CRM blog “Readerboard”, which can be found at: http://blog.tmcnet.com/call-center-crm/.

 

Latest Articles

07/26/2011 Enterprise, Cloud Helps Lifts Interactive Intelligence Q2 Revenues 34 Percent
06/27/2011 Q&A with Interactive Intelligence's Tim Passios on CIC 4.0
06/23/2011 Open Community Versus Managed Social Media
06/22/2011 RCCSP Offers Intensive Contact Center Training in Canada July 11-15
06/20/2011 Q&A With SpotOn/Envision's Connie Smith on Social Media Quality Monitoring
06/14/2011 Sterling Commerce On Call Center Productivity
06/09/2011 Aegis's Joplin Contact Center Team Recovers from Tornado
06/02/2011 Sorting the CRM/Social CRM Concepts (and Jargon)
05/23/2011 SAP on Social CRM
05/18/2011 Aspect Releases Aspect Contact 2011 Small-Midsized Contact Center Solution
05/12/2011 Decline in Word-of-Mouth (WOM) Product/Service Opinion Sharing: COLLOQUY
05/04/2011 Aspect on Improving Contact Center Productivity
04/21/2011 Interview with Varolii's New President/CEO David McCann
04/13/2011 BPO Firms Seeing Growth in Improving Home Agent Programs
03/02/2011 Vestec on Contact Center Speech Recognition Trends
01/18/2011 Social CRM Adoption Slow but Adopters Enjoy Advantage
01/12/2011 Hire a Hero for Your Contact Center
01/07/2011 Q&A With BroadSoft on Unified Communications
01/04/2011 Presidio Gives Glimpse into Contact Centers for 2011
01/03/2011 Varolii, Monitronics Partner on Home, Business Security
12/16/2010 Is Telework on Your Wish List? Pareto Networks Offers IT Considerations List
12/13/2010 Contact Center Solutions: Avaya Reaches Next Milestone with New ACE Capabilities
12/06/2010 Convio on CRM for Nonprofits
12/02/2010 Interactive Intelligence Identifies Future for Contact Center and IP Communications
11/23/2010 Siemens Offers Social Media Don'ts/Dos
11/11/2010 Sitel on BPO Trends Affecting Call Center Services
11/10/2010 Interactive Intelligence on Hosted vs. On-Premises Contact Center Solutions
11/10/2010 Outsourcing, Contact Center Suppliers, Weigh In on NBC's 'Outsourced!'
11/05/2010 CosmoCom On Hard (Desk) Phones Versus Softphones
10/20/2010 Sitel Sources Advanced Routing Analytics from SATMAP
10/19/2010 Enabling Home Agents: Michele Rowan Offers Advice
10/14/2010 Medallia VP Offers Insight Into Using EFM for Employee Feedback
09/29/2010 Verint Now Offers Multichannel Analytics with Impact 360 Text Analytics
09/29/2010 AmEx Offers Ten Top Tips For Customer Service
09/24/2010 Epicor Express SaaS-Delivered ERP Software A Success, And Growing
09/10/2010 Microsoft Offers Beta 'Peek' at Microsoft Dynamics CRM 2011
09/01/2010 Sage ACT! 2011 Enables SMBs to Work Smarter, Not Harder
08/18/2010 Contact Center Solutions Q&A With SpeechCycle's Zor Gorelov
08/17/2010 Hosted Phone Solutions Are Greener: Alteva
07/26/2010 New Customers, CaaS Demand Propel Interactive Intelligence's Revenues Up 18 Percent
07/22/2010 Inova Solutions' Products Now Windows 7-Capable
07/20/2010 Avaya Brings Forth True Next-Generation Contact Center Solution
07/09/2010 Aperio CI Celebrates 20th Anniversary, Prospects Strong for More And New Solutions
07/08/2010 Too Many Companies Aren't Delivering Great Service in Tough Times: AmEx Study
07/02/2010 Steel Service Center Goes High-Tech with Oracle E-Business Suite
06/29/2010 DAX InTouch Enables CSPs To Bolster Service
06/17/2010 Interactive Intelligence Working on Integrations with Social Media Applications
06/14/2010 TeleTech Adds New Private, Public Sector Revenue Generation Offerings
06/09/2010 ACS Offers Insights on Navigating The Social Channel and Social CRM
06/04/2010 Convergys Hires at Home in Texas, Follows on Virginia Program
06/03/2010 Gryphon Updates PrivacyAdvisor
05/27/2010 SysAid Adds SLA/SLM Module, Over 130 Features in 7.0
05/26/2010 Oracle Acquires Market2Lead, Latest Strategic Acquisition
05/19/2010 Jumsoft Introduces Relationship 2
05/19/2010 Inova Solutions Offers Three Keys to Social Media Monitoring Via New Blog
05/19/2010 The Case for Interactive Intelligence's Enhanced CaaS Solution
05/18/2010 Lithium Boosts Social CRM Suite With Genesys Integration, Scout Labs Acquisition
04/29/2010 OpTier Announces Quick To Deploy New BTM, Experience Monitoring Tools
04/21/2010 PeriscopeIQ Unveils Next-Gen EFM Suite
04/16/2010 Sterling Commerce Updrafts Selling, Fulfillment Suite to the Cloud
04/15/2010 ACS Launches Social CRM Solution
04/09/2010 Multichannel Contact Centers Gain Results from ShoreTel
03/23/2010 Constant Link Offers 7-Day Guarantee for Virtual Receptionist Service
03/18/2010 Varolii IDs Transportation Challenges, Helps Southwest Meet Them
03/17/2010 STELLAService Launches to Prod Stellar E-Retailer Performance
03/12/2010 Cisco/Real Business Crowns UK's 'Customer Kings'
03/10/2010 Comverse Solutions Addresses Churn: Analyst
03/09/2010 Inova's New LightLink Edition Lights Up Desktop Presenter Displays
03/05/2010 India's New Telecom Operator Taps Hosted CosmoCom's Contact Center Solution
03/05/2010 Adeptra Paper Outlines Psychology Behind Outbound Notifications' Success
03/03/2010 SAP, Sybase Partner on New Mobile CRM Solutions
02/25/2010 Contact Centers to Spend on Productivity via IVR, WFM/PM, Home Agents: Knowlagent
02/25/2010 Q&A On Training with the Call Center School
02/24/2010 Aamcom Achieves Client/Sales Team Continuity and Accountability with Avidian
02/23/2010 Ambir Technology Receives Canadian Federal Grant To Develop Contact Center Tools
02/23/2010 Genesys Q&A on UC Trends
02/19/2010 Q&A On Loyalty With Convergys
02/16/2010 Philippines Continues to Attract More BPO Firms
02/15/2010 InetSoft Releases Free Style Scope Dashboard App
02/12/2010 Stream Widens Client Base, Adds New Africa Center For French Support
02/05/2010 SYKES Expands in Berlin
02/01/2010 Q&A with Tellme on Speech Recognition
01/26/2010 Customer Service is the 'Unaffordable Budget Cut:' HyperQuality
01/21/2010 Top Online Merchants, Questionable Customer Service: Study
01/20/2010 Interactive Intelligence Sees Strong Growth
01/20/2010 Avaya Receives J.D. Power and Associates Service Recognition for Second Consecutive Year
01/20/2010 Toshiba Goes Live With Call Manager
01/19/2010 Reducing Contact Centers, Phone Numbers to Help Cut New York's MTA Costs
01/19/2010 A-Med Reduces Costs, Improves Customer Service with Interactive Intelligence's CIC
01/13/2010 L.L. Bean, Overstock, Zappos.com Take Top Three Retailer Customer Service Rankings
01/12/2010 New Pitney Bowes Enterprise Routing Model Boosts Customer Satisfaction, Cuts Emissions
01/04/2010 L.A. Metro Transit Goes Social Media with Facebook
12/28/2009 Teleperformance Acquires Teledatos, Expands in Colombia
12/28/2009 Minimal Wage Pressure Ahead For Contact Centers, But Also Minimal Growth
12/21/2009 Cellufun Offers Virtual, Last Minute Holiday Gifts
12/17/2009 Sprint Expanding Virginia Contact Center
12/07/2009 Oracle Q&A on CRM Trends
11/30/2009 Cuba: The Next Contact Center Hub?
11/30/2009 Canadian Newspaper Offers Tips to Get Better Customer Service
11/30/2009 Does Offshoring Truly Save Money? New Report Argues Otherwise


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