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Dovetail Links 2008-06-04

ECtel and Amdocs Team Up to Fight Fraud....Extending IT's Perimeter....Breakthroughs in Analytics, Part 3....The Call Center Customer of the Future....It's Been a Gloomy Decade for Contact Centers
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Permalink: Wednesday, June 04, 2008 10:07 AM
Posted by Dovetail Software | 1 Comments
Filed under Business Intelligence, call center, contact center, IT
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 contact center, CRM, Customer Service and Support, speech analytics, speech recognition
Dovetail Daily Links 2008-01-10

The Coming Workforce...US Small Contact Centers Will Increase Their Technology Spending from $821M in 2004 to $972M in 2009...Authenticity Is the New Quality...Toward Customer-Centric Content Management...Should IT model the real world?...Virtualized Services - What are they?
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Permalink: Thursday, January 10, 2008 1:30 PM
Posted by Dovetail Software | 0 Comments
Filed under authenticity, contact center, content management, IT, virtualized services, workforce
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 analytics, contact center, CRM, CS&S, customer service, first call resolution
Business Intelligence Still Key

Business intelligence across the enterprise remains a strong development goal in 2008. Issues of data quality and integration still plague the effort, and results to date are mixed.
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Permalink: Thursday, January 03, 2008 9:30 AM
Posted by Dovetail Software | 0 Comments
Filed under Business Intelligence, contact center, data quality, integration, top line revenue
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 contact center, CRM, Customer Service and Support, Dovetail Self Service, integratio
Dovetail Daily Links 2007-12-21

Why are you still generating reports?...What CEOs Want from CIOs...Outsourcing Predictions for 2008… in a nutshell...Finding the Right Contact Center Partner...The Endgame for Business Intelligence
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Permalink: Friday, December 21, 2007 1:30 PM
Posted by Dovetail Software | 0 Comments
Filed under Business Intelligence, CIOs, contact center, outsourcing, reports, simpleDB
Reach Out Attractively

Surveys are a limited method of finding out what people want, because respondents are notoriously inaccurate about themselves. Perhaps the better way to survey your customers is to attract them into voluntary collaborations and step aside to let them do the talking.
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Permalink: Monday, December 17, 2007 9:30 AM
Posted by Dovetail Software | 0 Comments
Filed under contact center, customer feedback, reviews, surveys, user contribution
APIs Remain a Great Integration Helper

CRM systems and the contact center between them constitute a lot of spaghetti for integration. Pulling the pieces together and getting them to talk to each other – in order to give the customer-facing agent a real-time position among other reasons – tends to be a unique proposition for each organization, each with its own legacy systems, often decades old. Helpers to this situation are appearing, in the form of third-party solutions.
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Permalink: Thursday, December 13, 2007 9:30 AM
Posted by Dovetail Software | 0 Comments
Filed under API, Clarify, contact center, CRM, Dovetail Software, integration, Microsoft
Dovetail Daily Links 2007-12-12

Contact Center Proving Ground...Are Queue Supervisors also Queue Members?...Measuring Innovation...Security must have a seat at the table...Encryption alone will not stop data leaks
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Permalink: Wednesday, December 12, 2007 1:30 PM
Posted by Dovetail Software | 0 Comments
Filed under contact center, data leaks, innovation, queue supervisors, security

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