Cricut, which makes smart cutting machines for crafters seeking to personalize their designs, faced customer service problems familiar to many retailers. The Cricut CX human agents, who support ...

The Social Security Administration’s acting inspector general has opened a review of the agency’s call center wait times and its ability to deliver services to Americans. The investigation was ...

The SSA Inspector General's report says the agency's telephone service performance metrics are accurate after senator's request for analysis The Social Security Administration Office of Inspector ...

The sight is all too familiar in businesses across the globe. A customer joins a queue, waits for a few minutes, glances around with growing impatience, checks their watch or phone, and then simply ...

Forbes contributors publish independent expert analyses and insights. Dan Gingiss covers news impacting your customers and employees. Lyft’s plans to add traditional taxis to its ride-hailing fleet, ...

The Social Security Administration — under pressure from Senate Democrats —is on track to finish an internal audit of the agency's call wait times by year's end, Axios has learned. Why it matters: ...

JEFFERSONVILLE, Ind. (WDRB) -- The public agency overseeing RiverLink will pay a contractor to address “unacceptable customer service metrics” with the Ohio River toll network as average call wait ...