Inbound phone support is an undervalued customer service tool. Here is how to turn phone support into a source of customer ...

David Pogue is a six-time Emmy winner for his stories on "CBS Sunday Morning," where he's been a correspondent since 2002. Pogue hosts the CBS News podcast "Unsung Science." He's also a New York Times ...

Natalie Ruiz is the CEO of AnswerConnect, an award-winning executive, and an event and workshop speaker. To continue reading this content, please enable JavaScript in ...

Customers often encounter significant hurdles when attempting to connect with a customer service agent. This frustration is compounded by their existing concerns or issues, leaving them baffled as to ...

Social Security’s acting commissioner recently said out loud what many beneficiaries are thinking these days — the agency’s telephone customer service can “suck.” “We need to show how bad we suck on ...

Nikola Mrkšić is the CEO & Co-founder of PolyAI, a leading provider of enterprise-ready voice assistants built for customer support. Generation-Z (those born between 1995 and 2012) has been typecast ...

51% of U.S. small businesses have now adopted AI for customer service, but 83% would still prefer speaking to a real person rather than an AI. Businesses risk losing trust, sales and customer loyalty ...

J.D. Power recently declared Verizon, of all the mobile carriers, provided the best and most reliable coverage. But when consumers have a beef with their wireless provider, it’s usually about customer ...