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 ...

In today's Asking Eric column, R. Eric Thomas shares a reader's advice about how to best deal with customer service ...

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In Aesop’s fable “The North Wind and the Sun,” the two forces of nature argue over who is stronger. To settle the debate, they test their power on a passing traveler by trying to remove his cloak. The ...

Live agents are perceived as being better than bots at most customer service tasks, especially when frustrated consumers are looking for a little empathy. “Please hold for the next available agent.” ...

John Iwuozor is a freelance writer with expertise in the technology field. He has written for a host of top tech companies, the likes of Technologyadvice, Tripwire amongst others. He's an avid chess ...

In leaked memo, COO says agent was doing mostly "what we trained him" to do. — -- In a leaked memo from cable giant Comcast, a top executive expresses contrition for the now-infamous behavior of ...

A video of a customer service representative catching her co-worker hanging up on a rude customer has gone viral on TikTok. The representative, Abigail Opperlee (@abiopperlee), posted the video on ...

OREM — When you need help with some sort of problem — it could be a glitch with a product you've bought or maybe a billing issue with a service you use — your first instinct might be to Google a ...