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 ...

Pick up the phone, dial a customer service line and you’re likely to hear an automated warning that it could be a while before you speak with an agent. These days, it seems like just about every call ...

When was the last time you used video or screen-sharing? Perhaps just today at a work meeting or over the last weekend when calling a distant relative or a child away at college? Or -- let’s be ...