Everyone gets angry over customer service call centers – both the frustrated customers, and the employees on the receiving end of callers' ire. Now, an artificial intelligence bot can step in to ...

Many companies now charge service fees to send a technician to repair your phone, Internet or TV service, but a Rocklin grandmother thought her $149 charge from AT&T was ridiculous.

Whatever the outcome of your customer service call, it's a good idea to leave a review. You can highlight poor customer service, and a negative review will often stir companies into further action.

Of the roughly 3 million customer service agents in the U.S., about 1.2 million exit those jobs every year, and abusive customers are a key reason.

Field service hasn’t been immune to the COVID-19 pandemic. Many on-site service jobs were canceled or deferred for months due to safety mandates, travel restrictions, and customer concerns. As a ...

A Zappos employee recently had a customer-service call that lasted 10 hours, 43 minutes, breaking an internal record at the Amazon-owned online retailer. On June 11, in Zappos' Las Vegas ...

The average length of a service call rose by several minutes since the pandemic started, according to call-center analytics firm CallMiner. During the Covid-19 lockdowns, ...

There are a lot of ways you might characterize customer-service calls: frustrating, time-consuming, annoying. Increasingly, people are using a new word to describe these interactions: fancy. In a ...