Behind The Scenes At An American Express Call Center
FORTUNE -- Call-center customer service has become a finely honed discipline, but usually it seems honed to cut time: The agent is superficially frien...
FORTUNE -- Call-center customer service has become a finely honed discipline, but usually it seems honed to cut time: The agent is superficially frien...
The Huffington Post | Khadeeja Safdar | Posted 04.13.2012
Many Americans working at call centers were down on their luck last month. Telecommunications firms experienced the most planned job cuts in March...
HuffingtonPost.com | Dave Jamieson | Posted 03.21.2012
WASHINGTON -- Following the lead of lawmakers on Capitol Hill, several states have proposed legislation that would punish American companies that relo...
Dave Johnson | Posted 03.12.2012
Last month I wrote about a bill before Congress that would both help fight the offshoring of call-center jobs and protect consumers. Now the countries where we have been sending those jobs are organizing a lobbying campaign to fight the bill.
HuffingtonPost.com | Dave Jamieson | Posted 01.09.2012
WASHINGTON -- A bill that would punish American companies for sending their customer call centers overseas has caused an uproar in India and the Phili...
Dave Johnson | Posted 02.15.2012
Companies are always looking for ways to reduce the number of people they employ, and for ways to reduce the pay and benefits for the ones they keep. ...
HuffingtonPost.com | Dave Jamieson | Posted 12.08.2011
WASHINGTON -- Saying they hope to stem the tide of jobs heading overseas, legislators introduced a bipartisan bill Wednesday in the House that would p...
Posted 11.23.2011
It's not just your imagination: Airlines really are keeping you on hold for minutes at a time. A new study reveals that 13 major US airlines keep t...
Laura Mola | Posted 11.02.2011
The other day I had a technical problem with something online and called an 800 number. I got someone whose English was so precise and proper I immedi...
Sandip Roy | Posted 09.10.2011
It seems we can all love to hate Indian call center workers. And the reason is simple -- we never really know their names. They are just part of a "call center" story.
HuffingtonPost.com | Dave Jamieson | Posted 07.19.2011
The next time you find calling technical support to be a brutally frustrating experience, just be glad you're not on the other end of the line. A n...
Tony Hsieh | Posted 05.25.2011
From Delivering Happiness: A Path to Passion, Profits and Purpose by Tony Hsieh. Over the years, the number one driver of our growth at Zappos has be...
Michael Likosky | Posted 05.25.2011
Economists are fond of telling us that America's competitive disadvantage - its inability to produce more domestic jobs - is the result of low labor c...
ft.com | James Lamont and Joe Leahy | Posted 05.25.2011
Call centre workers are becoming as cheap to hire in the US as they are in India, according to the head of the country's largest business process outs...
Jonathan Tasini | Posted 05.25.2011
Mix a financial crisis created by the Goldman Sachs with the Wall Street-driven leveraged buyout, wage-cut, job-cuts mania of the past several decades and, presto...the U.S. is a low-wage country.
Jenny Darroch | Posted 05.25.2011
As a critical consumer, I have become increasingly concerned by the way in which organizations treat their customers.
Jonathan Littman | Posted 05.25.2011
When you need real business support get it from a real person, who works in a real office. Someone accountable. Someone who will give you a phone number where you can call them back, and get results.
Beverly Davis | Posted 05.25.2011
This article is based on contributions from OffTheBus community members who participated in this week's call out. The full byline of contributors appe...
Ernan Roman | Posted 05.25.2011
I have an idea for how to get companies to change their approach to customer service. It requires your help. I would like to ask readers of the Huffington Post to share your experiences.
Fortune | Geoff Colvin | Posted 04.19.2012