Outsourcing call center operations has become a common practice for businesses looking to improve efficiency and reduce costs. However, maintaining high-quality customer service in outsourced call ...

Aware of Americans’ collective impatience with IVR, Democratic Sen. Ruben Gallego of Arizona and Republican Jim Justice of ...

Here are three ways in which automation can help organizations use technology to help cut costs while still improving customer satisfaction. The cost of customer service is rapidly increasing, with ...

The integration of AI in call centers has transformed customer service, reducing monotonous tasks and potentially saving jobs ...

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 ...

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 ...