Dovetail Software Blogs

"Conventional thought would dictate that key performance metrics (KPI) measuring contact center performance would drop during the economic recession due to more stressed-out, grumpier individuals. According to a new study from CFI Group, the opposite rang true -- as it found the Contact Center Satisfaction Index (CCSI) climbed three percent to 74 (based on a 100-point scale)."

"E-commerce is one bright spot in the current economy, and many companies are looking for ways to boost online sales as offline revenues languish. One trend that's gaining steam is the convergence of e-commerce and CRM applications to maximize upsell and e-marketing opportunities."

"Research involving more than 30,000 customer service employees conducted earlier this year by the Corporate Executive Board indicates that there is a close connection between employees' work experience and customer opinions. Departments where employees reported they had the authority to take actions to meet customer needs, make decisions on their own to improve quality, and respond to problems without waiting for approval had the highest levels of customer satisfaction."

"The fear of hidden costs has made many companies reluctant to invest in business intelligence implementations. Companies that have successfully established systems for completing BI projects -- from start to finish, both on budget and within expected time frames -- usually place experience, ROI and automation at the top of their list of priorities."

"'Phase your CRM project’ is one of those frequently offered pieces of advice to would-be implementers of CRM technology, but what does this really mean in practice? So, seven quick tips for phasing CRM projects effectively..."