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 ...

We may earn a commission from links on this page. In a world that seems increasingly determined to keep us apart, we’re all bound together by at least one universal experience: the frustration of ...

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 ...

Certain situations require the help of a human customer service agent. But these days, companies often don't make it easy to find the customer service number much less reach a live person. Even when ...

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 ...

Customer service representatives help businesses develop strong relationships with their clients and customers. Representatives answer customer questions, help resolve problems, process refunds and ...

Poor Ryan Block. He and his wife Veronica thought they would simply make a phone call to cancel their Comcast service when they switched providers. Instead, they went through a hellish 18-minute ...

The shopping season is also one of heightened frustration toward companies and consequently, angry calls to customer service representatives. While we might have every right to be dissatisfied with ...

On the surface, the division of labor between sales and customer service seems clear cut. Sales reps reach out to prospects to earn new and repeat business. Customer service reps help existing ...

The start of a new year brings many service organizations a headache. Whether you are dealing with an organization in planning mode that is purchasing new services or a consumer who received a new ...

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