When I started my first job in a call center 20 years ago, people were already talking about how technology and automated processes were on the verge of replacing human agents. Today, with artificial ...

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, ...

In this episode of CMSWire TV's Beyond the Call, CMSWire Editor-in-Chief Dom Nicastro sits down with Amy Sessions, utility customer service division manager for the City of Clearwater, Fla. Amy shares ...

Companies are either known for their superior customer service reputation or they’re slaughtered in the public eye for their unhelpful ways. With little room in between, your company needs to upgrade ...