Add Yahoo as a preferred source to see more of our stories on Google. DTE has been hit with an unusual sexual harassment lawsuit involving a customer service representative who says she was taunted at ...

Add Yahoo as a preferred source to see more of our stories on Google. A Michigan woman is suing her former employer over corporate policies that she says forced her to endure repeated sexual ...

For 11 miserable months, I was armed with a phone headset — and not much else — as a customer support advocate at a popular TV and movie streaming company (I'll let you guess which one). While I ...

Angry customers are costing call center workers more than their patience. New research conducted by a group of professors in the US and China reveals that customer service reps who suffer “verbal ...

The deployment of rep enablement technologies from automation to artificial intelligence (AI) can boost the efficiency of customer service representatives (CSRs) and help save money while improving ...

After that excruciating recorded call between AOL product manager Ryan Block and a Comcast customer rep went viral last week, the cable company quickly apologized noting that's not "how our customer ...

These days, calling a customer service number and getting connected to an actual human rather than an automated answering machine can seem like a novelty. But sometimes it can turn into a nightmare — ...

On the surface, the division of labor between sales and customer service seems clear cut. Sales reps reach out to prospects to earn new and repeat business. Customer service reps help existing ...

An AT&T rep was arrested in Connecticut for adding unauthorized charges to at least 30 accounts, though the number may be much higher. While this isn’t necessarily a widespread issue, combined with ...

The start of a new year brings many service organizations a headache. Whether you are dealing with an organization in planning mode that is purchasing new services or a consumer who received a new ...