Quiq reports on the role of automation in customer service, highlighting tools like AI for questions, ticket classification, ...

PHILADELPHIA (WPVI) -- From state unemployment offices to the IRS, complaints about call centers are, high but what about companies that don't have call centers at all? A growing number of companies ...

Former reps reveal what they say happened at the other end of the phone. — -- More and more disgruntled customers are posting personal horror stories online about their interactions with customer ...

Forbes contributors publish independent expert analyses and insights. Rachel Wells is a writer who covers leadership, AI, and upskilling. Within the last five years, Google searches for "remote ...

We all understand why companies want to offload their customer service to bots and hard-to-find remote “representatives” distributed all over the world: it saves money. The last resort of customer ...

For years, customer service has frustrated both businesses and consumers. Long wait times, disjointed communication, and inconsistent service have dissatisfied many customers, creating significant ...

Customer service and customer experience (often referred to as CX) are two important terms that business owners and brands need to understand in order to thrive in today's competitive marketplace.

If you've ever wanted to complain to customer service — about customer service — you're not alone. According to the National Customer Rage Survey released last month, 74% of Americans reported having ...

NPR's Juana Summers speaks with former customer service executive Amas Tenumah, author of Waiting for Service, on recent surveys showing Americans' dissatisfaction at record highs. American ...

This is just one of the stories from our “I’ve Always Wondered” series, where we tackle all of your questions about the world of business, no matter how big or small. Ever wondered if recycling is ...

The research explores the question of how personalized customer service profiles influence customer behavior compared to ...

During a heated debate at a Public Service Commission hearing Wednesday morning, Baltimore Gas and Electric Co.’s (BGE) representatives agreed to share monthly data about their customer service center ...