Gartner predicts half of firms that cut customer service staff due to AI will rehire by 2027 as enterprises rebalance automation and human support.

Discover how AI is changing business operations, along with its downsides and challenges, including ethical concerns, skill gaps, and unhappy customers.

The Social Security Administration is shifting to a centralized national customer service system after major workforce cuts.

The Social Security Administration (SSA) is rolling out a major change to the way it handles customer service.

The city of High Point plans to launch a new online customer service portal next week as part of an ongoing upgrade of its ...

Congratulations on your new position! There will be much to take in during the initial weeks and months after you start your new job, so we’re here to help you hit the ground running. This website ...

Chloe Fox asks industry experts how insurers are using automation and AI to streamline simple claims such as baggage delays and lower-value cancellations to free up teams to focus on more complex ...

The costs of doing business are high and the contentiousness of national and international politics is making the jan/san profession difficult to predict. To combat these uncertain times, end users ...

Customer satisfaction with benefits and services provided by the federal government is higher than it’s been in nearly two decades. That’s despite a tumultuous year where agencies have seen a major ...

Offering quality customer service is essential to winning and retaining satisfied customers. After all, people expect quick answers, personalization, and real-time availability — which can be a ...