customer service

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The vast majority of Gen Z’s frontline workers are burned out and ready to throw in the towel
Success

The vast majority of Gen Z’s frontline workers are burned out and ready to throw in the towel

By
October 29, 2024
Mike Krieger, Co-Founder, Artifact speaks onstage during Vox Media's 2023 Code Conference at The Ritz-Carlton, Laguna Niguel on September 27, 2023 in Dana Point, California.
Tech

Irish-founded unicorn Intercom is ditching ChatGPT for Anthropic’s Claude to handle customer service chats

By
October 10, 2024
Andy Jassy, CEO of Amazon
Newsletters

Jeff Bezos’s longstanding leadership rules are showing signs of fraying inside Amazon

By Azure Gilman and Emma Burleigh
August 5, 2024
Aneesh Raman, VP Workplace Expert for LinkedIn.
Newsletters

LinkedIn’s resident workplace expert says the push for upskilling must have an emotional component

By
June 20, 2024
Customer on phone app in front of Amazon logo.
Newsletters

Amazon customer service workers are scared AI will replace them—and they’re not alone

By
June 11, 2024
Layoffs, abusive calls, and AI fears: Inside the front lines of Amazon’s ‘customer obsession’ promise
Tech

Layoffs, abusive calls, and AI fears: Inside the front lines of Amazon’s ‘customer obsession’ promise

By
June 6, 2024
Amazon CEO Andy Jassy on stage at an event.
Tech

Amazon axed more than 100 customer service managers in CEO Andy Jassy’s latest job cuts

By
May 16, 2024
Mid adult man opening a tax letter from HMRC in a brown envelope.
Finance

U.K. tax authority HMRC kept Brits on hold for nearly 800 years last fiscal year—and it’s getting worse

By Isabella Ward and Bloomberg
May 15, 2024
Senate passes $105bn FAA bill to curb dangerous airplane close calls and improve bad customer service for air travelers
Politics

Senate passes $105bn FAA bill to curb dangerous airplane close calls and improve bad customer service for air travelers

By Mary Clare Jalonick and The Associated Press
May 10, 2024
Everyone’s a Karen these days: Frustrated by inflation and a different shopping experience, consumers are lashing out on service workers more often, poll says
Success

Everyone’s a Karen these days: Frustrated by inflation and a different shopping experience, consumers are lashing out on service workers more often, poll says

By
March 28, 2024
Your next customer service agent could be generative AI
Newsletters

Your next customer service agent could be generative AI

By
February 16, 2024
Remitly CEO Matt Oppenheimer
Newsletters

Remitly CEO says taking customer service calls is what he looks forward to the most

By
February 9, 2024
Shot of an adult businesswoman sitting alone in her home office and talking on her cellphone
Newsletters

Customer service should repair trust in a brand. Instead, it’s where trust breaks

By
February 2, 2024
A customer at a self-service checkout kiosk at a Woolworths Group Ltd. grocery store in Sydney, Australia.
Retail

A grocery chain is removing self-checkout after realizing executives hate it as much as customers do: ‘We like to talk to people’

By
November 10, 2023
Shot of a young female call center agent using a laptop at work
Newsletters

Greenhouse implemented a new DEI strategy to improve work for BIPOC employees and saw massive improvements in engagement and confidence

By Paige McGlauflin and Joey Abrams
August 30, 2023

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