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 ...

Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and the notes he ...

When I started my first job in a call center 20 years ago, people were already talking about how technology and automated processes were on the verge of replacing human agents. Today, with artificial ...

NEW YORK (AP) — Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information ...

When it comes to customer service, one of the most powerful tools to help support both businesses and patrons is the call center. According to recent US statistics, 90% of customers respond with a ...

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 ...

You're already feeling your blood pressure soar as you listen to the same few bars of the same synthesized on-hold phone music so many times, it’s bored into your brain. Finally, after 15, 20, maybe ...

Content creator and customer service coach Veronika Rivera performs as ‘Veronica’ in comedy skits that reflect the reality of call center workers at the mercy of abusive callers. The viral videos ...

Oh, the lengths some people will go to get better customer service. Like recording phone calls with a customer service agent. Robert Grunfeld, who had a ticket on a United Airlines flight from Newark, ...

Welcome to CMSWire’s dedicated channel for AI in Call Centers. This is your go-to destination for the latest developments, expert analysis and real-world applications of artificial intelligence in ...

Frontier Airlines will no longer answer customer service phone calls, according to CNBC. So passengers and customers who need to make changes or gain flight information will not be able to call the ...