Large language models (LLMs), the underlying technology behind generative artificial intelligence, are helping make contact centers much more efficient. But at this point in time, they are not being ...

There's bad customer service — and even worse bogus customer service where anyone can easily be taken by a scammer with a quirky accent who demands a credit card on the spot when you call a fake ...

Forbes contributors publish independent expert analyses and insights. Rachel Wells is a writer who covers leadership, AI, and upskilling. Within the last five years, Google searches for "remote ...

Amazon has warned that scammers are monitoring customer complaints in social media posts and comments. Crooks then reach out to you. AARP is seeing an uptick in complaints from consumers who have been ...

The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...

Three bank trade groups are taking aim at the Consumer Financial Protection Bureau's recent request for information related to customer service at large banks and credit unions. In a joint letter to ...