Chipotle Admits to Poor Customer Service, but Promises to Improve

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At a Barclay's investors conference earlier this week, Chipotle founder and co-CEO Steve Ells admitted the company has underperformed in customer service, with roughly half of its 2,100 restaurants receiving C grades for service. Ells explained that after the company's recent E. coli contamination crisis, Chipotle shifted its focus to food safety and neglected service. To turn this around, Ells said Chipotle is devoting "laserlike" attention to the situation, retraining employees and making customer service a key priority again.

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Verint Enhances Social Engagement

Social media is an important aspect of marketing and communication for many organizations, but it is also becoming a necessary channel for providing top-tier customer service. To support customers' desire to take to social media when they need help, Verint Systems has enahnced its Social Engagement solution.

Ramin Ganeshram | Dec 06, 2016
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Avaya Releases IP Office Contact Center 10

Avaya today introduced IP Office Contact Center 10, the latest version of its contact center platform specifically geared toward midsized businesses but with the same advanced tools as its enterprise-level product.

Ramin Ganeshram | Dec 01, 2016
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Interactions Launches Voice Biometrics Offering

Speech and natural language technology vendor Interactions has added voice biometrics to its Intelligent Virtual Assistant application, allowing companies to offer seamless caller authentication and identification using the unique characteristics of each human voice. Interactions Voice Biometrics can also be added to new or existing customer care applications. (Featured on SpeechTechMag.com.)

Nov 25, 2016
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Conversocial Weighs in on the State of Social Customer Service

It's no secret that when used effectively, social customer service can work wonders for companies. It's cost-effective and has the potential to directly link companies with their customers. But according to a recent report on the state of social customer service, from social customer service provider Conversocial, there's still a long journey ahead before customers fully trust social media as a primary channel for support.

Maria Minsker | Nov 18, 2016
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Oracle Launches IoT Accelerator to Pair IoT with Service Cloud

Oracle has launched IoT Accelerator, an integration package to allow companies to leverage insights gathered from the Internet of Things (IoT) via the company's IoT Cloud and Oracle Service Cloud.

Ramin Ganeshram | Nov 16, 2016
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Apple Introduces iPhone Support App to Promote Self-Service

Known for offering top-notch in-store support at its Genius Bars, Apple is rolling out an app to offer iPhone and iPad support directly on the devices. Up until now, support was available on Apple's website, but the introduction of an app makes the experience more user-friendly for iPhone and iPad users. The app offers troubleshooting suggestions, connects customers with agents via phone, and enables live chats between customers and Apple's support team.

Maria Minsker | Nov 11, 2016
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Verint Partners with Forrester For Engagement Analytics

Actionable customer experience research depends not only on gathering data for focused insight but being able to access and deploy that insight efficiently and then benchmark results. Often the barriers between technology and insight have made this a daunting task, one that Forrester and Verint Systems hope to address with a partnership announced today.

Ramin Ganeshram | Nov 07, 2016