DTE has been hit with an unusual sexual harassment lawsuit involving a customer service representative who says she was taunted at work — not by a colleague or a boss, but by a customer who allegedly ...

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 ...

Every time I'm about to call a customer service line – dread washes over me. I know I'll fold as soon as a customer representative says they can't help me, and I feel like I've lost before even trying ...

A compassionate customer experience can stay with you forever—just like these real-life examples shared by our employees. We’ve all missed important moments during the pandemic. For me, it was the ...

Forbes contributors publish independent expert analyses and insights. Jack Kelly covers career growth, job market and workplace trends. Customer service workers have a challenging and mostly thankless ...

Live agents are perceived as being better than bots at most customer service tasks, especially when frustrated consumers are looking for a little empathy. “Please hold for the next available agent.” ...

A Michigan woman is suing her former employer over corporate policies that she says forced her to endure repeated sexual harassment as a customer service representative, including being prohibited ...

Every time Katherine publishes a story, you’ll get an alert straight to your inbox! Enter your email By clicking “Sign up”, you agree to receive emails from ...

A video of a customer service representative catching her co-worker hanging up on a rude customer has gone viral on TikTok. The representative, Abigail Opperlee (@abiopperlee), posted the video on ...

DEAR ERIC: I often need help with tech support. When I call I sometimes get a representative with a strong accent that I can’t understand. What is a polite way to address this? I sometimes just thank ...