Avaya Files for Chapter 11

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The company assured customers that operations will continue during the restructuring.

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Gazing Into the Customer Service Kaleidoscope: A Q&A with Chip Bell

Your goal should be to turn customers into advocates, says the service guru and author in his new book, Kaleidoscope: Delivering Innovative Service That Sparkles.

Maria Minsker | Jan 13, 2017
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NICE Launches Nexidia Analytics

NICE has released its Nexidia Analytics solution, offering interaction analytics via omnichannel "listening" to know what customers and prospects are saying and then analyze those conversations to tailor experiences to their stated needs.

Ramin Ganeshram | Jan 10, 2017
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Temkin Group Releases Predictions for Top Customer Service Trends of 2017

This year will be the "year of purpose," according to customer experience research firm Temkin Group. Though many trends have carried over from last year, the differentiating factor in 2017 will be maturation. "There are not a lot of new things on the list because the story this year will be adoption and operationalization. Companies aren't playing around with emerging tools anymore—they're using mature and powerful technologies," says Bruce Temkin, managing partner at Temkin Group.

Maria Minsker | Jan 06, 2017
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MegaPath Partners with Tenfold and Launches the Connector Add-On Service

MegaPath, a provider of voice, data, security, and cloud services to North American businesses, today announced a partnership with Tenfold, maker of the Phone Intelligence Platform, designed to support service agents and sales reps during customer calls. (Featured on DestinationCRM.com.)

Jan 03, 2017
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Customers Are Ready for Chatbots, Aspect’s Consumer Experience Index Reveals

According to findings from the 2016 Consumer Experience Index survey by Aspect, 44 percent of shoppers prefer to use chatbots rather than speak to a live agent, assuming that the automated assistant is capable of handling the request. Forty percent of those surveyed also said that assuming the quality of the experience and privacy are preserved, they would like to use services such as Facebook Messenger, WhatsApp, and Snapchat to communicate with companies; this is up from 33 percent last year.

Maria Minsker | Dec 16, 2016
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Salesforce.com Adds LiveMessage to Service Cloud

We live in an era where messaging programs have overtaken phone calls for personal interactions, so why shouldn't companies be able to interact with their customers the same way? This question was the impetus for LiveMessage, announced today by Salesforce.com as a new addition to its Service Cloud. LiveMessage allows companies to engage with customers using the messaging platform of their choice, including SMS, text, and Facebook Messenger.

Ramin Ganeshram | Dec 13, 2016
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Chipotle Admits to Poor Customer Service, but Promises to Improve

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.

Maria Minsker | Dec 09, 2016