"It's bag after bag, customer after customer, many in a hurry to get to their destination for the holidays. It's a lot," says a former Southwest customer-service representative.George Rose/Getty ...

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 ...

If you’ve been trying to file for unemployment benefits, claim an airline refund or hunt down a lost package, chances are you’ve called a customer-service line once, twice — maybe 15 times. You’ve ...

For 11 miserable months, I was armed with a phone headset — and not much else — as a customer support advocate at a popular TV and movie streaming company (I'll let you guess which one). While I ...

Comcast execs had better take the recording below seriously, because in the last few hours it has become an Internet phenomenon — an example of almost everything that many consumers hate about the ...

A customer of Avenge Controller wrote the company wanting to know when the game controller he had ordered would arrive. A representative answering emails replied, "Grow up you look like a complete ...

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 ...

These days, calling a customer service number and getting connected to an actual human rather than an automated answering machine can seem like a novelty. But sometimes it can turn into a nightmare — ...