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Dovetail Daily Links 2008-02-01

Cool: A SOA+BPM+CDM Ontology....Forrester: CRM continues to disappoint....2007 CRM Products of the Year....Companies Hate Their Customer Service, Too....CIO Superpowers....
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Permalink: Friday, February 01, 2008 1:35 PM
Posted by Dovetail Software | 0 Comments
Filed under CRM, Customer Service and Support, soa, IT, BPM
CRM Success Makes All the Difference

Speech self-service systems are the growing hot item in contact centers, rated variously as the indispensable difference-maker, and the top priority acquisition for 2008. The goal of cost cutting will arise inevitably as the prime reason for deploying speech self-service, but this is a misguided view: the increase in customer satisfaction should be the prevailing metric.
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Permalink: Wednesday, January 16, 2008 9:30 AM
Posted by Dovetail Software | 0 Comments
Filed under CRM, Customer Service and Support, speech analytics, contact center, speech recognition
Working Customers

One thing theCRMsoftware industry can be sure of seeing in 2008 is the continuing demand for context-sensitive, customer-centric applications and utilities. These don’t have to be grand or elaborate: APIs, web services, mashups can make all the difference. In customer service, little things go a long way, and the large things are on the scale of paradigm shifts anyway.

The biggest shift in the treatment of customers lies in letting them into your operation, with degrees of involvement ranging from soliciting feedback, to partnering with users in development design.

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Permalink: Friday, December 28, 2007 9:30 AM
Posted by Dovetail Software | 1 Comments
Filed under CRM, Customer Service and Support, contact center, Dovetail Self Service, integratio
CRM and the Right Answer

The contact center is undergoing rapid development nowadays, as institutions hurry to catch up with the merciless modern customer. What’s needed are unified technology systems to bring the complete and profitable responses instantly to the agent desktop or self service kiosk.

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Permalink: Tuesday, December 11, 2007 9:30 AM
Posted by Dovetail Software | 0 Comments
Filed under CRM, Customer Service and Support, integration, contact center
Reviews

Customers affect how you're perceived and ultimately how you act, by talking about you in a forum or on their own blog. Assuming you join in, pretty soon you have a relationship going. This is important to every enterprise with some kind of constituency or customer base. Customers have changed, as everybody now knows. And customer reviews, says one stream of thinking, are the new product feature sheet.
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Permalink: Monday, December 10, 2007 9:30 AM
Posted by Dovetail Software | 0 Comments
Filed under Customer Service and Support, Web 2.0, social media, social network, customer reviews
Speech Analytics in Call Centers

Speech analytics (SA) in call centers are growing in usefulness, both as a means of understanding the customer and as a way to optimize customer process in general across all touchpoints. Deployment of SA is still tricky, because human speech is nuanced and sophisticated, while our frameworks of knowledge mining and management – and even our own concepts about knowledge – are still evolving.
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Permalink: Tuesday, December 04, 2007 9:30 AM
Posted by Dovetail Software | 0 Comments
Filed under Customer Service and Support, speech analytics, call center, context, word spotting, speech recoginition
Sales 2.0

The nature of the customer is changing, and the methods of the salesperson are changing to keep pace. Salespeople, with no time for theory but only for results, are reaching for the tools of Web 2.0, which in turn is forcing the growth of CRM 2.0 and Sales 2.0.
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Permalink: Monday, November 05, 2007 10:30 AM
Posted by Dovetail Software | 2 Comments
Filed under Customer Service and Support, CS&S, Web 2.0, Enterprise 2.0, CRM 2.0, Sales 2.0
Iterations of Customer Service

How can a modern corporate enterprise become as customer-centric as a barber shop? Customer service and support is not a thing we’re inventing. Customer service already exists, and it’s perfect. It’s we who are being invented.
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Permalink: Friday, October 19, 2007 10:31 AM
Posted by Dovetail Software | 0 Comments
Filed under Customer Service and Support, innovation, Agility, customer centricity, team dynamics
The Highest Tech: Humans

In this age of continuously emergent technology, the greatest danger lies in assuming any particular application or platform is limited to any one particular use. Forget what it says on the box: the more urgent question is, do you need it, and why? And the question of how to deploy these emerging capabilities may best be answered by marketers, rather than strictly by Finance or IT.
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Permalink: Friday, October 12, 2007 10:35 AM
Posted by Dovetail Software | 0 Comments
Filed under CRM, Dovetail Software, Customer Service and Support, call center, speech recognition
Drilling Down Into Web 2.0

Even while the battle rages on the surface for business-wide acceptance of Web 2.0 tools, many are looking closely at the intricacies and implications of Web 2.0 and its various widgets and wikis. The basic philosophy of Web 2.0 involves harnessing the power of the individual - the "You" in YouTube, the "My" in MySpace. And businesses are trying to engage the power of their customer base using the tools of this movement. But how do businesses communicate with John and Jane Q. Public? How do they draw them into their conversation?....
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Permalink: Wednesday, October 03, 2007 2:00 PM
Posted by Dovetail Software | 0 Comments
Filed under Dovetail Software, Customer Service and Support, CS&S, Web 2.0, marketing

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