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 ...

The Federal Communications Commission (FCC) will seek to crack down on offshore call centers and illegal robocalls from aboard, Chairman Brendan Carr announced on Wednesday.

Thousands of customers have called the Baltimore Gas and Electric Company’s customer call center in the past year; many were met with hourslong wait times and unfulfilled promises from BGE to call ...

Forbes contributors publish independent expert analyses and insights. I write about the economics of AI. Working in a call center is no walk in the park. Agents deal with a constant influx of calls, ...

(Reuters) - Microsoft on Tuesday said it will introduce new artificial intelligence tools for customer service call centers. Microsoft, which has backed ChatGPT creator OpenAI, is taking AI technology ...

The FCC is also considering a rule that would require companies to tell customers when their call is being handled outside the U.S. and allow callers to transfer to a U.S. center.

Automation is rising, but most consumers still want real human help. Learn what today’s trends reveal about trust, loyalty and the future of support. Customers still want to speak to a human. AI ...