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Dovetail Links 2008-05-07

The Value of Beautiful Code....Customer Loyalty: Confessions of a (Former) IT Scoundrel....BI: Transforming Data Into Usable Information....CRM Is All About Teamwork....Customer Communication: Meet Them on Their Own Turf
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Permalink: Wednesday, May 07, 2008 11:22 AM
Posted by Dovetail Software | 0 Comments
Filed under CRM, customer service, programming, BI
Customer Service: Would You Risk Your Job for the Customer?

Would you be willing to put your job on the line to give your customer good support and service?

That's what Verizon employees did recently in Florida when the IBEW Local 824 union staged two days of picketing across the state. The union's Doug Sellar was reported to have said...
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Permalink: Wednesday, April 23, 2008 9:59 PM
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Filed under customer service, customer service & support
Dovetail Daily Links 2008-02-29

Stupid Systems, Bad Customer Service...The Secrets Behind the Successful Customer Loyalty Mindset....Business Intelligence Is a State of Mind....Does High-Tech Get Away with Bad Service?....What does a recession mean for CRM spending, deployments? ....
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Permalink: Friday, February 29, 2008 3:48 PM
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Filed under CRM, customer service, customer service & support, systems analysis, BI
Dovetail Daily Links 2008-01-22

Process Makes Perfect...There’s Two Problems with Perfect...In Customer Service, the More You Know the Uneasier You Get...Diagnose, design and deliver...A Proactive Approach to Improving the Customer Experience...Where is IT on Green Innovation?
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Permalink: Tuesday, January 22, 2008 1:30 PM
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Filed under customer service, IT, customer experience, green, process, design
Dovetail Daily Links 2008-01-07

Business Rules Generally Still Take Technical People to Maintain...Five tips for achieving IT success in 2008...Trying to predict 2008...Are so-called anywhere applications getting somewhere?...Fighting Back a Recession and Increasing Trust...Banging on the Boardroom Door: Let Customer Service In!
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Permalink: Monday, January 07, 2008 1:30 PM
Posted by Dovetail Software | 0 Comments
Filed under customer service, applications, business rules, success, 2008, recession
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
Retail Customer Service Software

Retailers are beginning to reap rewards from the long path of CRM software development, showing more willingness to invest in technology, and excited by the demonstration of radical new ways to embrace customers made by the Web 2.0 tools of social personalization.
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Permalink: Wednesday, January 02, 2008 9:30 AM
Posted by Dovetail Software | 0 Comments
Filed under CRM, retail, customer service, ecommerce, call center
Contact Center Proving Ground

The significance of the contact center to both the enterprise and systems developers is often understated. The front line engagements of customer service are enacted here, and all the dynamics of interaction are highlighted in measurable ways. In fact, the entire contact center operation is built out of numbers, making it perhaps the most tangible and manageable proving ground for the enterprise goal of customer centricity.
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Permalink: Wednesday, December 12, 2007 9:30 AM
Posted by Dovetail Software | 0 Comments
Filed under CRM, customer service, integration, contact center, customer centric
Product Comes from Process

As a company strips out the barriers and obstacles between itself and its customers, it approaches closer to the ideal of customer service, which already exists perfectly in the customer mind. We can see this reinvention happening by judging the goods and services that the company produces. Eventually, somebody makes a decent alarm clock...
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Permalink: Monday, October 22, 2007 10:30 AM
Posted by Dovetail Software | 0 Comments
Filed under Amdocs Clarify, customer service, customer satisfaction, Dovetail CRM, Clarify CRM
CRM and the Contact Center

Today's contact center is a busy crossroads for a large variety of vendors and tools: vendors are starting to deliver more integrated systems, but this trend is just beginning, and innovations so far are coming faster than any whole-suite offering can easily match.
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Permalink: Wednesday, October 17, 2007 10:30 AM
Posted by Dovetail Software | 0 Comments
Filed under CRM, customer service, integration, speech analytics, contact center

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