There are few things worse than needing to call a customer service agent for help. Stubbing your toe? Maybe. Working on Christmas? Probably. Hearing the final score of a game you DVR’d? Definitely.

Customer service is the backbone of any business. Personal interaction influences customer loyalty. To enhance service quality, call recording is a simple yet powerful tool. By analyzing interactions, ...

Oh, the lengths some people will go to get better customer service — such as recording phone calls with a customer service agent. Robert Grunfeld, who had a ticket on a United Airlines flight from ...

Oh, the lengths some people will go to get better customer service. Like recording phone calls with a customer service agent. Robert Grunfeld, who had a ticket on a United Airlines flight from Newark, ...

It’s becoming inevitable that voice over Internet Protocol (VoIP) will soon be deployed everywhere, from offices and homes to carriers’ backbones. The move from traditional circuit-switched to package ...

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 ...