Seat-based pricing worked well in an era when customer service was primarily human-driven and agent-dependent. But with the rise in AI, automation, and increasing reliance on AI-driven tools that ...

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. But there is a way to actually get what you want when you're calling ...

Use the representative's name and just be patient. Another easy way to get someone on your side during a customer service interaction - ask them for advice. What would you do in my situation?

Of the roughly 3 million customer service agents in the U.S., about 1.2 million exit those jobs every year, and abusive customers are a key reason.

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.

Customer service representatives are in high demand as companies become increasingly global and need to staff help centers 24/7. These jobs generally are not highly paid.

So when you’re interacting with a customer service representative, ask them what will happen if you take the survey. Find out whether your responses will show up on your account.