Dovetail Software Blogs

"The 'Contact Center Satisfaction Index 2008: How Call Center Customer Satisfaction Impacts the Bottom Line,' by CFI Group North America CEO Sheri Teodoru [...], finds that call center c-sat gained 3 percent over last year, scoring 72 on the index's 100-point scale. A three-point improvement is admittedly not earth-shaking, but in today's climate it certainly does count for something."

"Imagine what would happen if all the enterprises that use products developed by Microsoft, Oracle and Sun encouraged them to create a bug-fix only release. What would be even more intriguing if these vendors asked customers to enumerate all bugs they know but haven't reported and they would allow them to vote on priority themselves without any internal interpretation."

"Customers of cable and satellite television providers aren't happy with their customer service. In fact, they rank government and even PC companies higher in a recent survey. Cable companies just 'don't get it,' said the CEO of the firm that conducted the survey."

"Ask any senior executive why IT fails to deliver value and the honest ones will soon use words like 'unresponsive' and 'incompetent," while the more politically correct will usually emit platitudes about hiring problems, systems complexity, media driven expectations, and communications barriers - all of which have IT’s unwillingness or inability to respond promptly to user needs at their root."

"The core challenge for [CEO Daniel] Hesse will be to repair Sprint's damaged reputation and convince customers to give the company another chance. In the fourth quarter of 2007, Sprint reported a loss of 683,000 premium subscribers who sign up for long-term contracts. In that same quarter Verizon added 2 million customers, including 1.6 million post-paid subscriptions, and AT&T added 2.7 million customers, including 1.2 million post-paid subscriptions. The customer service problems are so pervasive that Hesse said the company expects to lose another 1.2 million premium subscribers in the first quarter of 2008, and that the outlook was unlikely to improve in the second quarter."