Dovetail Software Blogs

Amdocs Launches New Portfolio of Services to Support Delivery of Customer Experience Systems ''One of the new services from the Oxford University partnership is the Customer Experience Maturity Assessment. This assessment helps providers measure the level to which their current customer experience is impacting their customer base, as ...

Retailers are beginning to reap rewards from the long path of CRM software development, showing more willingness to invest in technology, and excited by the demonstration of radical new ways to embrace customers made by the Web 2.0 tools of social personalization.“Stores spend $34.5 billion a year on all kinds of technology, from the cables ...

CRM and the Right Answer ''Typically agents during interactions cannot pause long enough to read all the details of the case, especially from separate report systems. For success, theCRMsystem has to deliver the right data at the right time, and displayed noticeably. ''And these issues are simply to solve problems. The luxury of the ...

Marketing Still Smells Bad to CIOs''We were being serious when we pointed out that everyone is still learning how to drive this thing called the enterprise. In our article we suggested that communication was the lubricant of knowledge-growth, and in today’s technological landscape, no one was better empowered to improve internal communications ...

In this age of continuously emergent technology, the greatest danger lies in assuming any particular application or platform is limited to any one particular use. Forget what it says on the box: the more urgent question is, do you need it, and why?Call center technology is in a time of rapid change and innovation, as technology allows agents ...

Dovetail Software Blogs: Is Simple IT Possible ''In a technology world coming apart at the seams - that's a good thing by the way, and of course we mean decoupling in general - the question comes up, how big a culprit is IT itself in the complicated nature of enterprise evolution?''What arises from this conversation is the conclusion that a ...

CRM software in the contact center reveals as much about its maker as it does about the customer. Denis Pombriant has an examination of employee attrition rates in the contact center – as high as fifty percent. He suggests that inordinate stress in the occupation comes because many centers are asking the agent to make up for too ...

Dovetail Software Blogs: The Marketing-Savvy CIO “Now that IT has to run itself as a business, should CIOs despair at having to learn marketing? Fear not, because the pragmatic technologists of IT can grasp how to run a customer-centric operation better than most marketers will ever know.” Catalog Retailers Are In Sync ...