Dovetail Software Blogs

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 ...

Stephen Lynn, CEO of Dovetail Software, posted recently about a theme we cover here a lot, the Forgotten Space of customer service and support (CS&S). He describes how companies are fixated on the top-line revenues that tangibly accrue from sales, and how they can’t seem to focus on the value of customer retention that only comes ...

It’s not just the agent at the field level or team leader who benefits from flexibility and ease of cross-enterprise integration in the software developed by CRM and Customer Service and Support (CS&S) vendors. Executives require data to perform well, and software that locks the enterprise into certain ways of operating also ...

Oh that Forgotten Space! How much money do companies leave on the table by not utilizing their customer service and support functionality, or integrating it fully with the rest of their CRM system, and their management protocols? CRM consultant Richard Boardman tells an extraordinary tale of profit made simply from using capability ...

We told you that widgets were coming, and now two powerful icons of the online world and the corporate network – Google and IBM respectively – have combined in an agreement to share 4,000 Google Gadgets with millions of WebSphere users. Widgets are small software applications that are little more than services – they perform nothing ...

Daily Dovetail Links: SOA - Almost As Good As Dovetail “For the owner of a Clarify™ system, the path is simpler, less politically complex, and branded by name: Dovetail Software. The headache disappears with proposing adoption of Dovetail CRM applications, because they’re specifically designed either to augment the existing install as ...

The acronym CRM stands for “Customer Relationship Management”, and yet when it comes to the intangibles of customer service it has always been up against the prevailing slogan, “Conclusive Results Matter”. Salespeople have always lived by this mantra, they know that talk is cheap, that leads are nothing until closed, and that only ...

Service Oriented Architecture (SOA) resonates with executives throughout today’s business computing environment because it offers opportunities to improve business performance, with limited risk, incrementally, and at relatively low cost. SOA offers increased flexibility, improved use of assets, alignment with business objectives, ...

Dovetail Software Blog: Daylight Savings Time (DST) Impacts Clarify Database “Those who have called Daylight Savings Time a folly from the beginning may snicker at the Congressional decision to alter the dates, but those who have anything to do with software aren’t laughing. Changing the dates of the Daylight Savings Time active period, ...

Those who have called Daylight Savings Time a folly from the beginning may snicker at the Congressional decision to alter the dates, but those who have anything to do with software aren’t laughing. Changing the dates of the Daylight Savings Time active period, for the first time in decades, will throw a lot of clocks out of sync. Dovetail ...