Call centers are increasingly automated, AI-driven, and outsourced—but there are ways to get results.

Nearly every time I call a customer service line, I end up waiting 15-30 minutes for someone to answer the phone, or I have to repeatedly tap "0" to reach the live representative. If you've ever had ...

Customer experience is entering the sci-fi age: knowing and understanding customers on an individual level, providing ...

Microsoft on Tuesday said it will introduce new artificial intelligence tools for customer service call centers. Microsoft, which has backed ChatGPT creator OpenAI, is taking AI technology into a ...

A new voice AI agent called Leaping AI is part of a movement bringing the call center industry into the age of sophisticated ...

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 ...

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, ...

AUTOMATED VOICE #2: For all other inquiries, say customer service or press five. SHAPIRO: Customer service. AUTOMATED VOICE #2: Sorry, I didn't hear you. Please ...

While voice AI agents are already able to automate simple requests, automating complex workflows is still elusive, meaning ...