The deployment of rep enablement technologies from automation to artificial intelligence (AI) can boost the efficiency of customer service representatives (CSRs) and help save money while improving ...

For 11 miserable months, I was armed with a phone headset — and not much else — as a customer support advocate at a popular TV and movie streaming company (I'll let you guess which one). While I ...

If you’ve been trying to file for unemployment benefits, claim an airline refund or hunt down a lost package, chances are you’ve called a customer-service line once, twice — maybe 15 times. You’ve ...

Reaching out to customer service can be frustrating, especially after long hold times or a messed-up order. But the person answering your call isn’t the one who caused the issue—they’re the one trying ...

State utility regulators have found that more than a quarter of NV Energy's newest customer service hires remain unscheduled ...

Angry customers are costing call center workers more than their patience. New research conducted by a group of professors in the US and China reveals that customer service reps who suffer “verbal ...