Showing page 1 of 3 (29 total posts)
-
The Value of Beautiful Code
''One of the arguments against outsourcing is that 'a vendor can't see
the big picture, and will necessarily write inferior code.' Either due
to a poor understanding of the business context or, a poor
understanding of the technical environment, or because they know (deep
down) that they need to get it out ...
-
Stupid Systems, Bad Customer Service
''BusinessWeek had a great article on customer vigilantes last week - Consumer Vigilantes.
The inability of companies to provide decent customer service has
become more and more of an issue in recent years. Partly this is due to
off-shoring and cost-cutting, but I believe the stupidity of ...
-
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 ...
-
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.“Stores spend $34.5 billion a year on all kinds of
technology, from the cables ...
-
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 ...
-
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.
Gartner in its latest Magic Quadrant for Contact Center ...
-
Dovetail Software Blogs: The Network Talks Back ''As we noted yesterday companies can open up an authentic and
satisfying dialog with their customers using human interaction, but
also many times using good old-fashioned machines (ATMs,
self-help/checkout kiosks, and such). It’s not always human interaction
that customers want.'' Toward a ...
-
Dovetail Software Blogs: Wiki In The Workplace''It
is always an interesting play when a company allows its clients and
customers to submit content to any of its sites. Most companies are
very uncomfortable with the idea of relinquishing any control of a
public forum like a website and understandably so. But this is the
nature of Web 2.0: ...
-
Probably the most valuable aspect of Dovetail Software’s array of products for the legacy Amdocs Clarify CRM install is their small footprint in any architecture, their sheer willingness to integrate with other systems.
Ease
of integration matters because data accumulation is growing, and data
retrieval is increasingly a part of ...
-
The 37signals guys point us towards Twitter's use of HelpSpot's Help Desk software:
How do you help your helpdesk/support team give you the best support? Give them the information they need right from the start.
I really like the simple, clear, and concise labels: This is what I DID This is what I EXPECTED to happen This is what ...
1
