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 ...

SAN FRANCISCO (KABC) -- It's a story of frustration we can all relate to -- a San Francisco couple trying to cancel their Comcast cable service. It started with a simple request, but the response was ...

The deployment of rep enablement technologies from automation to artificial intelligence (AI) can boost the efficiency of customer service representatives (CSRs) and help save money while improving ...

Angry customers are costing call center workers more than their patience. New research conducted by a group of professors in the US and China reveals that customer service reps who suffer “verbal ...

Retailers today are experiencing a massive transformation in how customers are shopping. In fact, North American e-Commerce sales have seen an impressive increase of 146% growth in all online retail ...

The start of a new year brings many service organizations a headache. Whether you are dealing with an organization in planning mode that is purchasing new services or a consumer who received a new ...

The customer service function is now a vital element of your business model. Customer service reps handle customer questions and complaints but they also cross sell products. It is now common to ...

A 47-year-old customer-service representative for Southwest Airlines says it's been a challenge. They've worked there since 2008 and the airline pays them $30 an hour. They said they've dealt with ...

There's been an artificial intelligence revolution (AI) going on all around us for the last several years. It may not seem obvious at first, but it you look closely, the signs are everywhere. Natural ...