CLEVELAND, Ohio – Cuyahoga County’s Job and Family Services was able to slash average call wait times to less than 20 minutes this year, but officials fear that President Donald Trump’s “big, ...

The Latest Call Center IVR Upgrades Are Slashing Wait Times Your email has been sent Interactive voice response (IVR) systems route calls and handle basic queries ...

For years, Connecticut residents who receive benefits through the Department of Social Services have dealt with arduous wait times whenever they need support from the agency’s call centers. Bobby ...

It will take you less time to read this column than it took for a 911 operator in D.C. to get help to a teenage girl whose mother was dying in front of her. The girl’s call for help lasted for more ...

LOUISVILLE, Ky. (WDRB) -- RiverLink officials said wait times for drivers calling customer service representatives have decreased in recent weeks, including one day with no waiting at all. Those ...

Update: The Social Security Administration (SSA) has conceded an issue with phone service, after denying it to NPR, and has announced a fix. On Tuesday, NPR reported that some people's calls were ...