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 ...

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 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 ...

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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 ...

If you’ve ever had a phone call with a customer service representative mysteriously “cut out,” it could be that they’ve found a way to end the conversation without getting in trouble. At least, that’s ...

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 ...

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 ...

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 ...