There’s a disconnect between the front office and the back office, and it’s happening at the worst time. Best-in-class customer service is critical right now, but when the customer service team isn’t ...

Many of us dread making a customer service phone call. In response, companies have turned to interactive voice response systems — IVRs — to handle customer inquiries, save money, and simplify things.

If you have a problem or a question for the budget airline, you now have to contact them through a live chat on their website, WhatsApp, or social media. The cost-cutting move sparked a larger ...

Customer service jobs just can't escape the generative AI jobs-eating machine. At least according to another study on the impact of the transformative technology that's red-hot even as we approach the ...

Customer service is being automated. Will bots take over those jobs? Forrester analyst Christina McAllister advises companies to keep human agents involved in those calls and chats. That’s because ...

Consumers aren't loving their credit card companies' chatbots and automated phone options, a new J.D. Power survey found, highlighting a challenge for the industry as it looks to cut costs. Customer ...