DTE has been hit with an unusual sexual harassment lawsuit involving a customer service representative who says she was taunted at work — not by a colleague or a boss, but by a customer who allegedly ...

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 ...

A Michigan woman is suing her former employer over corporate policies that she says forced her to endure repeated sexual harassment as a customer service representative, including being prohibited ...

The nature of customer service continues to change as large companies look for ways to save money while managing ever-increasing numbers of customers. Instead of calling an 800 number and speaking ...

DEAR ERIC: I often need help with tech support. When I call I sometimes get a representative with a strong accent that I can’t understand. What is a polite way to address this? I sometimes just thank ...

On the first anniversary of Verizon Business’ acquisition of cloud video conferencing platform Blue Jeans, CEO Tami Erwin reflects on Verizon’s strategic orientation, the pandemic and her leadership.

A compassionate customer experience can stay with you forever—just like these real-life examples shared by our employees. We’ve all missed important moments during the pandemic. For me, it was the ...

The customer is accused of calling and sexually harassing other women at the company, the lawsuit says. Getty Images/iStockphoto A Michigan woman is suing her former employer over corporate policies ...