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 ...

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 ...

When it comes to customer service, one of the most powerful tools to help support both businesses and patrons is the call center. According to recent US statistics, 90% of customers respond with a ...

November 14, 2025 Add as a preferred source on Google Add as a preferred source on Google We may earn a commission from links on this page. In a world that seems increasingly determined to keep us ...

Call center employees are the secret superheroes of every brand. These agents wield incredible power when it comes to customer experience, with the ability to build long-term brand loyalty and shape ...

Consumers who call the customer service department of your call center are typically individuals who have a problem, concern or complaint and are looking for assistance. Handling these people in an ...

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 ...

Unlock superior customer experience by creating meaningful channels for agent feedback and incorporating frontline insights ...

In the context of Zappos, a company whose stated purpose is “To Live and Deliver WOW,” “wow” is typically delivered over the phone, the humble vessel that Zappos considers to be its most important ...

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 ...

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 ...