Dovetail Software Blogs

Driving Response Through Customer Care ''There are only a handful of opportunities to build your brand outside of advertising -- point of sale, point of use, or when a customer has an issue are a few. Each of these instances creates a make-or-break moment. Provide a truly fantastic customer experience and your brand will flourish; provide a ...

Dovetail Software Blogs: The Best Policy “The underlying dynamics are that efficient knowledge management and customer centricity require social media within the enterprise, as well as programmatic integration between all systems across all the customer touchpoints. Customers expect companies to act consistently: ...

Innovation Driven By Tools “Tools abound for collaboration to take place, and integrated suites of tools are beginning to appear from the major vendors. “Absent visionary leadership or revolutionary IT-as-a-business, with whole-suite solutions executives retain their sense of safety, and IT retains a manual of governance and ...

Automated systems are a two-edged sword in dealing with customers: on the one hand when they work they relieve human resource costs; on the other hand it becomes perilously easy to alienate a customer for life. There is no greater irony for any company than to spend money building a system that automatically destroys its customer ...

CRM software in the contact center reveals as much about its maker as it does about the customer. Denis Pombriant has an examination of employee attrition rates in the contact center – as high as fifty percent. He suggests that inordinate stress in the occupation comes because many centers are asking the agent to make up for too ...