Dovetail Software Blogs

Inching Towards Enterprise 2.0 ''The article is almost priceless for its reminders – largely addressed to the C-level executive suite it must be admitted – that we really should know all these things by now, because management theory has been under challenge by better ways to do things since the nineteen-eighties. But Olivier sees people ...

CRM and the Contact Center''Contextual assessment of customer needs in real time are the principal target of evolving customer service, more accurate than historical data derived from warehouse mining. Plainly put, it doesn't matter what customers have always done or what they say they want, what matters - and has proven more valuable to the ...

Dovetail Software Blogs: Smart CRM''So where does the savvy need to exist in order to use automation in customer service and support? The greatest need lies with the robot-handlers themselves it seems. Customers don't mind dealing with honest machines that don't pretend to be more than they are; on the other hand customers hate to deal with ...