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 ...

Dovetail Software Blogs: Agile Development: Dare to Fail “In many striking ways, agile development, with its short bursts of speculative iteration – saying in effect, does this work? – resembles nothing so much as an outright challenge to fail. Or to succeed, as the case may be. But either way to produce feedback quickly, so ...

We’ve discussed before the digitization of the contact center, and the increased levels of customer service and support (CS&S) that improved software can bring to the customer experience. The sea change behind the evolution of the contact center is a shift from cost-containment to longer term, strategic actions that ...

In the great march towards perfect customer service – and thus perfect customer loyalty and retention – companies find that there is much they don’t know about their customer. Software and systems attempt to fill the knowledge gap, tracking and analyzing customer actions and preferences. Some of the task reverts back to the ...