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 ...

Focused as we are upon Customer Service and Support (CS&S), we pay great attention to the myriad stories in the CRM space that explain exactly what constitutes good customer service, and what exactly results in true customer satisfaction. It would be wrong to say it ALL comes down to the individual, customer-facing employees of ...

Convergence never stops happening. The convergence between the Internet and corporate networks continues as CRM (customer relationship management) meets SN (social networking). It’s been talked about for some time now, Fast Company discussed it in the context of sales leads and contact management in 2004: Social networking software should ...