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First Call Resolution

A new theme in customer service is emerging in the contact center. First call resolution – closing a case and satisfying the customer in the first contact – challenges both current technology and an embedded layer of management assumption. But with customers so annoyed with call centers today, this may be the only way to keep them from turning their backs on a company for life.
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Permalink: Friday, January 04, 2008 9:30 AM
Posted by Dovetail Software | 1 Comments
Filed under CRM, CS&S, customer service, analytics, contact center, first call resolution
Daily Dovetail Links 2007-09-19

Agile Development: Dare to Fail....Seth Godin - alarm clock innovation....Economist this week on algorithms and business....Jumpstarting Innovation: Using Disruption to Your Advantage....Disruption is opportunity....Provoking the Change through Communities....Culture Clash in Office 2.0
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Permalink: Wednesday, September 19, 2007 7:00 AM
Posted by Dovetail Software | 0 Comments
Filed under CRM, Web 2.0, innovation, crowdsourcing, analytics, Agile Development, office 2.0, contextual CRM, disruption, production quality
Contact Center Dynamics

The sea change behind the evolution of the contact center is a shift from cost-containment to longer term, strategic actions that generate customer loyalty, monetized through upselling and repeat purchase. Data is the lifeblood of this shift: without accurate knowledge of the customer, personalized initiatives are meaningless.
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Permalink: Friday, August 10, 2007 3:50 PM
Posted by Dovetail Software | 0 Comments
Filed under CRM, Dovetail Software, Customer Service and Support, convergence, analytics, contact center
Harvesting Knowledge About the Customer

Perfect customer service should create perfect customer loyalty and retention, but in trying to supply service, companies find that they don’t really know their customer. It should be simple enough to pull this off, with software and surveys and analytics all going at full steam - but it's enormously difficult, and here's why...
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Permalink: Thursday, April 05, 2007 4:41 PM
Posted by admin | 0 Comments
Filed under CRM, customer service, knowledge management, analytics

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