The FCC has already put a ban on foreign-made internet routers, and now it wants to change the way internet and phone ...

Analysts said the proposal, aimed to reduce fraud and language barriers, could drive companies toward automation.

The Federal Communications Commission took a major step Thursday toward bringing customer service jobs back to American soil ...

In recent years, organizations have looked to many sources for new efficiencies: cutting-edge technologies, offshore outsourcing, countless variations of metrics and scorecards and ever-expanding self ...

U.S. consumers commonly “experience frustration and poor customer service when they connect with a call center located abroad ...

Hiring a call center can be a tough decision. Here's what you should know before you partner with a service. If you and your staff can’t handle the high volumes of inbound calls you’re getting from ...

Consumers who call the customer service department of your call center are typically individuals who have a problem, concern or complaint and are looking for assistance. Handling these people in an ...

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 ...

White-glove service means the best of the best. It comes from 20th-century films when supervisors put on white gloves to see if housekeeping had cleaned appropriately. Not a speck of dust could appear ...