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, ...

The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...

According to new research, interacting with automated chatbots for customer service is viewed by consumers as a source of increasing frustration. In fact, over 72% of respondents in a recent UJET ...

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Amazon's help page has enough information to answer your questions about the service. However, you may need to contact an Amazon representative to resolve problems with your new Amazon Echo Dot ...

Alan is a technology author based in Nova Scotia, Canada. A computer enthusiast since his youth, Alan stays current on what is new and what is next. With over 30 years of experience in computer, video ...

When I started my first job in a call center 20 years ago, people were already talking about how technology and automated processes were on the verge of replacing human agents. Today, with artificial ...

What are the differences between a call center and a contact center and why does it matter for customer experience programs? Call centers and contact centers can serve as the front lines of your ...