Retailers today are experiencing a massive transformation in how customers are shopping. In fact, North American e-Commerce sales have seen an impressive increase of 146% growth in all online retail ...

People are using AI to call customer service, negotiate bills, or cancel subscriptions. Companies are working out how to ...

Every time I'm about to call a customer service line – dread washes over me. I know I'll fold as soon as a customer representative says they can't help me, and I feel like I've lost before even trying ...

Timmia McIlwaine began working as a customer service representative for a major airline 11 years ago, and she remembers often going nearly a month without handling a single angry call. That was before ...

Forbes contributors publish independent expert analyses and insights. Jack Kelly covers career growth, job market and workplace trends. Customer service workers have a challenging and mostly thankless ...

This as-told-to essay is based on a conversation with a 47-year-old customer-service representative who works at Southwest Airlines. They asked to speak on condition of anonymity for fear of ...

Working in the customer service department involves several tasks that need to be performed exceptionally. These could include answering inbound calls, figuring out the answer to a client's inquiry, ...

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 ...