We examine how AI is changing the future of work — and how, in many ways, that future is already here. It's no secret that ...

I may be angry (and have every right to be), but I always take a deep breath before I get on the call so I can come in calm. I remember that the customer service rep isn't the person who created the ...

Quiq reports on the role of automation in customer service, highlighting tools like AI for questions, ticket classification, ...

You’re gonna love me for this. Say you’re calling customer service because you need help. Maybe your bill is wrong, your service is down or you want a refund. Instead of a person, a cheerful AI voice ...

Salesforce announced Agentforce Voice, a feature that allows companies to have artificial intelligence agents answer customer service calls. The Agentforce product, which also includes text chat, now ...

Has Vanguard Fixed Its Customer Service Problems? Dan Lefkovitz: The question that’s probably top of mind for a lot of our listeners: Where do things stand with regard to the customer service ...

The Social Security Administration is surging staff to its customer service phone operations in the latest effort to address a massive influx of calls that has overwhelmed its struggling 1-800 number.

In hindsight I’ll say: I always thought going crazy would be more exciting—roaming the street in a bathrobe, shouting at fruit. Instead I spent a weary season of my life saying representative.

Social Security has stopped publicly reporting its processing times for benefits, the 1-800 number’s current call wait time and numerous other performance metrics, which customers and advocates have ...

AI-powered customer service chatbots could be the always-on agents your team needs—fast, scalable, and smarter with every interaction. Customer expectations have shifted sharply toward instant, always ...

There's bad customer service — and even worse bogus customer service where anyone can easily be taken by a scammer with a quirky accent who demands a credit card on the spot when you call a fake ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...