Dovetail Software Blogs

Business Rules Generally Still Take Technical People to Maintain ''Gary Sherman frequently discusses business rules in his Dovetail Software blog, and recently brought up the question of whether business rules could be considered as a kind of Domain Specific Language (DSL), which is a programming language targeted or used very specifically to a ...

First Call Resolution ''There is one other tool the call center can bring to the challenge of first call resolution, says Bellman, but it’s not technology. Management mindset has to change to embrace longer call duration: currently the norm in contact centers is to rate agent performance by average handling time (AHT), but this is only because ...