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 ...

There’s an irony of sorts in the story of CRM, which was intended to make the salesforce more effective, and yet which failed multiple times to becomes the salesperson’s friend, resulting in dismal adoption rates by its intended users. Now the nature of the customer is changing, and the methods of the salesperson are changing to ...

Even while the battle rages on the surface for business-wide acceptance of Web 2.0 tools, many are looking closely at the intricacies and implications of Web 2.0 and its various widgets and wikis. The basic philosophy of Web 2.0 involves harnessing the power of the individual - the ''You'' in YouTube, the ''My'' in MySpace. And businesses are ...

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 ...

Toiling silently in the Forgotten Space of Customer Service and Support (CS&S), are the Forgotten Men and Women in IT who are responsible for maintaining the company’s Amdocs Clarify CRM system, and who try to enhance the tools of the company’s support agents, against difficult odds. It sounds grim, and it often is, for IT ...

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 ...