The proposed rule would require affected companies to disclose a customer service agent’s location and limit call volume from overseas contact centers, among other changes.

Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and the notes he ...

Add Yahoo as a preferred source to see more of our stories on Google. Have you ever found yourself repeating the words "speak to a human please" while on the phone with customer service? If so, you're ...

Artificial intelligence products with lifelike voices are being marketed to schedule or cancel medical visits, refill prescriptions, and help triage patients. Soon, many patients might initiate ...

The FCC is also considering a rule that would require companies to tell customers when their call is being handled outside the U.S. and allow callers to transfer to a U.S. center.