"It's bag after bag, customer after customer, many in a hurry to get to their destination for the holidays. It's a lot," says a former Southwest customer-service representative.George Rose/Getty ...

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 ...

Reaching out to customer service can be frustrating, especially after long hold times or a messed-up order. But the person answering your call isn’t the one who caused the issue—they’re the one trying ...

According to a survey by customer service expert Shep Hyken, 58% of customers will pay more for better customer service. For this reason, an inbound customer care representative may be a company's ...

A 47-year-old customer-service representative for Southwest Airlines says it's been a challenge. They've worked there since 2008 and the airline pays them $30 an hour. They said they've dealt with ...

Love it or hate it, so-called generative artificial intelligence has proved its ability to make at least one type of worker more productive on the job. Using the enhanced AI boosted the productivity ...