We've all been there: endless hold times, unresolved issues and wondering if anyone actually wants to help. The good news?

Forbes contributors publish independent expert analyses and insights. I cover travel with a focus on safety and sustainability. If you want an idea of how far customer service has fallen — and how ...

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 ...

I may be angry (and have every right to be), but I always take a deep breath before I get on the call so I can come in calm.

Every time I'm about to call a customer service line – dread washes over me. I know I'll fold as soon as a customer representative says they can't help me, and I feel like I've lost before even trying ...

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 ...

Forbes contributors publish independent expert analyses and insights. Jack Kelly covers career growth, job market and workplace trends. Customer service workers have a challenging and mostly thankless ...