Reaching out to customer service can be frustrating, especially after long hold times or a messed-up order. But the person answering your call isn’t the one who caused the issue—they’re the one trying ...

Automation is rising, but most consumers still want real human help. Learn what today’s trends reveal about trust, loyalty and the future of support. Customers still want to speak to a human. AI ...

As a 20-year residential HVAC business owner, my ongoing challenge has been maintaining happy and consistent customer service representatives (CSRs). Despite competitive wages, improved benefits, and ...

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 ...

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 ...

Forward-looking: Most people dread calling customer service numbers because it usually means navigating a menu of automated options and then waiting on hold while listening to elevator music, ...