Cricut, which makes smart cutting machines for crafters seeking to personalize their designs, faced customer service problems familiar to many retailers. The Cricut CX human agents, who support ...

Forbes contributors publish independent expert analyses and insights. Dan Gingiss covers news impacting your customers and employees. Lyft’s plans to add traditional taxis to its ride-hailing fleet, ...

The sight is all too familiar in businesses across the globe. A customer joins a queue, waits for a few minutes, glances around with growing impatience, checks their watch or phone, and then simply ...

The SSA Inspector General's report says the agency's telephone service performance metrics are accurate after senator's request for analysis The Social Security Administration Office of Inspector ...

(CNN) — The Social Security Administration’s acting inspector general has opened a review of the agency’s call center wait times and its ability to deliver services to Americans. The investigation was ...