Brendan Read on Muck Rack

Brendan Read

Verified
Canada, Markham
As seen in: Contact Center Pipeline, Contact Center Pipeline Magazine, Patch, Frost & Sullivan, Mondaq, Discovery Institute, Sooke News Mirror, Goldstream News Gazette, Ladysmith-Chemainus Chronicle, Sidney, Peninsula News Review, Chemainus Valley Courier, Direct Marketing Magazine and
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Articles

Keeping the Customer Interaction Train on Track

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By Brendan Read Verified
| Contact Center Pipeline Magazine Verified
Customer interactions can be likened to railroad cars in a train being pulled by a locomotive. Each interaction, like the train, is on a journey, and each customer has a destination, like the cars that are carrying the products. On locomotive-powered trains, couplers or drawbars enable the railroad cars to move forward by transmitting the energy from the locomotive(s) propulsion systems. Contact centers perform a similar function with customer interactions.
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Accommodating the Accents

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By Brendan Read Verified
| Contact Center Pipeline Verified
Accents are deeply personal, shaped by geography, language, socioeconomic class, gender, and by one’s own identity. Just as voice prints can identify individuals, accents reveal where they are from: in ways that can impact how they’re heard, perceived, and reacted to and engaged with by others.
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Taking Off With the Contact Center

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By Brendan Read Verified
| Contact Center Pipeline Verified
Airlines are in the business of taking customer journeys. And they comprise two key steps that are taken together. There is the physical piece of carrying their customers safely, quickly, and making every effort to do so on time, and with a reasonable amount of comfort at market-tolerable fares.
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