The Social Security Administration has stopped publishing key customer-service metrics, which will make it more difficult to track whether performance is improving or eroding over time. As a result, ...

If your business is like most, you probably use email for internal and external communications in sales, marketing, and even customer service. So if you want higher profitability and customer ...

The Social Security Administration — under pressure from Senate Democrats —is on track to finish an internal audit of the agency's call wait times by year's end, Axios has learned. Why it matters: ...

The Social Security Administration’s acting inspector general has opened a review of the agency’s call center wait times and its ability to deliver services to Americans. The investigation was ...

AT&T says that it wants to improve its customer service, and one way in which it is going about that is by crediting customers for internet outages and long wait times on the phone. The company said ...

Cricut, which makes smart cutting machines for crafters seeking to personalize their designs, faced customer service problems familiar to many retailers. The Cricut CX human agents, who support ...

HP is apparently making personal PC and printer buyers wait 15 minutes on phone calls Customers in the UK, Ireland, France, ...

The arrival of agentic AI looks set to herald the death of hold music. Unlike traditional chatbots, AI agents can process ...

HOBOKEN, N.J.--(BUSINESS WIRE)--NICE (Nasdaq: NICE) today announced that Australia’s Great Southern Bank has further expanded with CXone Mpower, the industry’s ultimate AI hyper platform, to achieve ...