Still, if you plan on having a customer service agent call you, it’s beneficial to set up a Google Voice account. Google allows you to sign up for one Google Voice number for free, before ...

In the case of a customer service call, you are clearly a party to your own call, so are permitted to record the conversation. 38 states currently abide by this "one-party consent" law, but it's ...

As a customer service consultant, I often get interested in the story behind the story, and I grew curious how Eureka came to be. I was able to learn the answer from Jeff Gallino, CallMiner’s ...

Wireless phone service subscribers have increased their calls to customer service to an all-time high as they grapple with new and complex services, according to a semiannual study released by J.D ...

R.I.P. 1-800 numbers and hold Muzak. Chat and messaging apps from Apple, Facebook, WhatsApp and others are more efficient, less painful — and both sides are more likely to keep their cool.

Amazon Transcribe Call Analytics can be added to any contact center offering, not just AWS Contact Center Intelligence, Simon said, and used to analyze regular phone calls, web-based audio and ...

This time, its plan is to lure customers by offering fewer rage-inducing service calls and messages. T-Mobile’s new customer service system has been in the works for years, Legere said.

How much time do you think you waste on customer service calls each year? According to a survey of 2,000 adults released this week from customer service software provider Kana, consumers spend an ...

-- More and more disgruntled customers are posting personal horror stories online about their interactions with customer service representatives at call enters. But former service representatives ...

"Not all companies see customer service only as a necessary evil," said Sheila Harrell, VP of customer service operations for FedEx. The company handles 350,000 calls a day.