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/.
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