Front-line workers have little control over how customers treat them. New research on taxi drivers points to a simple coping ...

To determine the best AI chatbots for customer service, CNBC Select analyzed over a dozen services. We narrowed down our ...

In some cases, they’ve already wiped out sizable chunks of their customer service operations, together representing thousands of workers. The specter of automation has long loomed over the call center ...

Nicole Charky-Chami is a senior editor based in Los Angeles, writing and producing breaking news. She teaches journalism courses for UCLA Extension and previously taught at Loyola Marymount University ...

We’ve seen faster response times, lower cost-to-serve, and more customer service tickets deflected for routine requests like password resets or order and shipping status.  But loyalty is now being ...