Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and the notes he ...

I don’t know of a living person that looks forward to an expensive service call. Your AC may quit on the hottest day, your kitchen sink may get clogged with egg shells three hours before your ...

I received two frantic phone calls in less than 12 hours several days ago. Both calls were about plumbing emergencies. The one young woman was so flustered she hung up on me the instant she discovered ...

Are your CSRs truly helping customers, or are they spending half the day handling calls that should never reach them?