Dovetail Software Blogs

The Future Customer-Centric Organization: Best Practice and New Strategies for Improving Customer Service ''This report analyses the drivers behind the growing emphasis on customer service and the emergence of the customer-centric enterprise model. It also explores developments in contact centre technology designed to assist customer service ...

The Burdensome Costs of Customer Justice ''The inability of a business to provide competent, secure customer service is damaging to more than just revenues. Besides the direct monetary losses that come with customer lawsuits, businesses typically end up having to belatedly invest in employee training, security and information ...

Customer Service's Gap Between Intention and Reality ''When so much time and money is spent on training people about the need for constructive relations with customers, why is customer service often so bad? For much the same reason that, when so much money has been spent on telling people that smoking kills you, they still insist on smoking. ...

Community Choice Awards 2007 hosted by ITtoolbox ''Participate in the second annual IT Community Choice Awards hosted by ITtoolbox, where you have the opportunity to recognize your most valued peers and admired participants from the ITtoolbox community.'' Call Centers: Customer Support Without Walls ''The consolidated contact center ...