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 ...

When you're a business owner, it's hard to be everywhere at once — even though, your venture kind of demands it of you, especially if you're a solopreneur. Luckily, there are lots of tools on the ...

We all understand why companies want to offload their customer service to bots and hard-to-find remote “representatives” distributed all over the world: it saves money. The last resort of customer ...

The human brain doesn’t remember everything verbatim. It remembers meaning. Patterns. Emotional weight. That’s the standard ...

The research explores the question of how personalized customer service profiles influence customer behavior compared to standardized profiles.

Former reps reveal what they say happened at the other end of the phone. — -- More and more disgruntled customers are posting personal horror stories online about their interactions with customer ...

Inclusive customer service goes beyond good service—it treats all customers equitably, removing barriers that may hinder their access to goods, services, and facilities. This article provides insights ...

Customer service problems in the U.S. have hit unprecedented levels, and Americans have become increasingly aggressive in their efforts to address those issues, according to new data. But experts say ...

California's new Right to Human Customer Service Act would require large businesses to provide human customer service ...

A new bill looks to reduce hold times by requiring businesses to connect customers with a human within 5 minutes, aiming to ...