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.

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 ...

In a software-driven world, it's easy to forget about the nuts and bolts. Whether it's cars, robots, personal gadgetry or industrial machines, Candace Lombardi examines the moving parts that keep our ...

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 ...

Nearly every time I call a customer service line, I end up waiting 15-30 minutes for someone to answer the phone, or I have to repeatedly tap "0" to reach the live representative. If you've ever had ...

The next time you need a company’s contact number and don’t want to bother navigating through labyrinthine websites, head to the Elliot Advocacy Contact List instead. Here you’ll find the customer ...

Amazon Web Services Inc. is boosting its AWS Contact Center Intelligence offering with a new call transcription analytics tool that it said can generate more insights from customer conversations.

Forward-looking: Most people dread calling customer service numbers because it usually means navigating a menu of automated options and then waiting on hold while listening to elevator music, ...

You’re talking to a friend in a coffee shop … and responding to several missed text messages. You’re on the phone with your aunt … and purging your inbox. Sound familiar? It’s easy to see why ...

NPR's Ari Shapiro speaks with Neera Tanden, domestic policy adviser to President Biden, on the administration's new "Time is Money" initiative. AUTOMATED VOICE #2: For all other inquiries, say ...

Joan Cuadra’s 100-year-old mother wears a panic button around her neck in case she ever gets into trouble in her Westchester home. Ideally, you push the button on the device and within seconds an ...

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 ...