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 ...

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 ...