In today’s fast-paced business landscape, customer service is no longer a support function. Advancements in technology have transformed the contact center into a core value driver for the business.

The IRS on Friday unveiled a new Taxpayer Experience Office as part of a long-term plan to improve customer service issues. The office will focus on "all aspects of taxpayer transactions," working ...

Trump's staffing cuts and office closures are launching Social Security's customer service into chaos. 73 million Americans rely on Social Security to afford essentials. I visited SSA offices and ...

In our tech-driven world, it’s easy to get lost in the many trends of generative artificial intelligence, cybersecurity, cloud and quantum computing, and digital transformation. Embedded within these ...

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As Social Security Commissioner Frank Bisignano tells it, callers only had to wait an average of 8 minutes to speak to an agent on the phone in July. “We had a bold goal of single-digit wait time on ...

This is just one of the stories from our “I’ve Always Wondered” series, where we tackle all of your questions about the world of business, no matter how big or small. Ever wondered if recycling is ...

Report from Elizabeth Warren calls Trump administration cuts to Social Security Administration ‘catastrophic’ ...