The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...

Understanding your customers, listening to feedback and empowering employees with the right technology will go a long way to satisfying customer needs. It's a customer-centric world. The call center ...

Pick up the phone, dial a customer service line and you’re likely to hear an automated warning that it could be a while before you speak with an agent. These days, it seems like just about every call ...

Forbes contributors publish independent expert analyses and insights. I write about finance, philanthropy and changing consumer habits. Mar 30, 2019, 04:12pm EDT Mar 30, 2019, 04:12pm EDT This article ...

Growing customer demand for high-quality experiences is encouraging companies to rethink their customer experience strategy. Those that do reap the benefits, according to a recent study from PwC: It ...

Consumers who call the customer service department of your call center are typically individuals who have a problem, concern or complaint and are looking for assistance. Handling these people in an ...

Timmia McIlwaine began working as a customer service representative for a major airline 11 years ago, and she remembers often going nearly a month without handling a single angry call. That was before ...

Microsoft, which has backed ChatGPT creator OpenAI, is taking AI technology into a number of fields of the business world with what it calls Copilot technology, which is capable of summarizing emails ...

This article originally appeared in In These Times. As the coronavirus has shuttered swaths of America’s offices, many workers in corporate call centers say they are still expected to work, risking ...

The human brain doesn’t remember everything verbatim. It remembers meaning. Patterns. Emotional weight. That’s the standard ...

Thanks to a trio of pandemic-era shake-ups -- job vacancies, work-from-home, and chattier callers -- customer-service wait times are soaring in the US. The average length of a service call rose by ...