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 ...

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 ...

People often assume that customer service performs a “support” function in a business, not a “sales” function. But every time customers are on the phone with your customer service people, this is an ...

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 ...

Thanks to a trio of pandemic-era shake-ups -- job vacancies, work-from-home, and chattier callers -- customer-service wait times are soaring in the US. The average length of a service call rose by ...

Timmia McIlwaine began working as a customer service representative for a major airline 11 years ago, and she remembers often going nearly a month without handling a single angry call. That was before ...

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 ...

The stock trading app Robinhood announced Tuesday it will allow users to request a call back from a registered financial representative at any time. The support change comes in the wake of a CBS News ...

Excellent customer service is vital to the long-term success of any business. Yet, millions of people around the world are frustrated daily as call center agents keep customers on hold for long ...

Frontier Airlines did away with its customer service call line a few months ago in favor of a messaging-based system available on multiple platforms. The airline says customer response has been good ...

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 ...