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 ...

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 ...

Self-service customer support has a long way to go to be perfect, but as we saw yesterday, support self-service is making rapid gains. Service is increasingly being offered through self-service mechanisms, using automated voice and speech-recognition systems over the phone, and Web-based portal systems with ...