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Dovetail Links 2008-07-23

SAP to Increase Maintenance Fees....Analytics Help Firms Turn Data Into Opportunity....A Key Challenge of Context Driven Architecture....Seven Ways to Thaw a Frozen IT Budget....Agile Development Brings IT, Business Together
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Permalink: Wednesday, July 23, 2008 7:33 PM
Posted by Dovetail Software | 0 Comments
Filed under analytics, Agile Development, IT budgets, context diven architecture, maintenance fees
Dovetail Links 2008-05-21

Amdocs and IBM Team to Offer Open, Standards-Based Service....What Does it Really Cost to Acquire or Lose a Customer?....Enterprise Library 4.0 Released....Breakthroughs in Analytics, Part 1
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Permalink: Wednesday, May 21, 2008 3:48 PM
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Filed under soa, customer service & support, analytics, IBM, WOA
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
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Filed under CRM, Web 2.0, innovation, crowdsourcing, analytics, Agile Development, office 2.0, contextual CRM, disruption, production quality
Daily Dovetail Links 2007-09-18

Alignment Means Results....Say What? Chat Bots Just Don't Cut It - Yet....Customer Service That Goes Straight to the Heart...."Virtual Worlds for Corporate Collaboration" by Roo Reynolds....Analytics Solutions for Mountains of Data....City Questions, Complaints? Locals Dial 'TOWN'....Profitability: The IT Strategy-Corporate Innovation Link
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Permalink: Tuesday, September 18, 2007 11:41 AM
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Filed under innovation, speech analytics, analytics, outsourcing, data mining, virtual worlds, government CRM
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
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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
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Filed under CRM, customer service, knowledge management, analytics
What Do Customers Want?

Offering good customer service seems to be one of the most difficult things for the modern corporation to pull off. Customers in general all around the world aren't very happy with the service they're getting, and companies are straining their IT departments to wire the workers into the software that makes it all better. Will it work?
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Permalink: Wednesday, April 04, 2007 4:05 PM
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Filed under Clarify, customer service, Dovetail CRM, support, analytics

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