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 ...

Oh, the lengths some people will go to get better customer service. Like recording phone calls with a customer service agent. Robert Grunfeld, who had a ticket on a United Airlines flight from Newark, ...

There are few things worse than needing to call a customer service agent for help. Stubbing your toe? Maybe. Working on Christmas? Probably. Hearing the final score of a game you DVR’d? Definitely.

Nine and a half years ago, the Grand Forks Herald circulation department had no choice but to divert its customer service operations to a call center in Miami after its offices were destroyed by flood ...

Learn proven de-escalation techniques and best practices that transform high-stakes customer escalations into resolution ...

Discover how regular, constructive feedback transforms call center QA from a compliance function into a powerful driver of ...

Generative artificial intelligence tools such as ChatGPT have a beneficial impact on customer service workers that can boost their productivity and improve how customers treat the workers, according ...

USAA is deploying tech that can glean important information from call center conversations, using the data points that result to inform interactions in other channels. The hope is that the company can ...

Checking out the top 10 most popular customer service/call center articles on CMSWire from 2022. Customer service and call centers have become an extremely important part of a brand’s customer ...

Is there anything worse than having to call customer service and wait on hold forever to get help? According to customers, no. The majority (59%) of modern customers avoid calling customer service as ...

Customer service chatbots have done much to streamline the process of resolving basic queries and answering our questions in a matter of seconds. But what about AI answering our calls? This rapidly ...