For the first time since Vocal Laboratories — better known as Vocalabs — introduced SectorPulse, its customer service monitoring study, in 2003, the research firm has applied a new methodology. In ...

While fuming on hold, Art decide to use the time to file his grievance with the Gripe Line. “I’m nearly two hours into a customer service call to Adobe and I’m angry,” he vented. “Two years ago I ...

I love my 78-year-old mother and do whatever I can to help. But when she has computer trouble, she spins into a frustrated tech spiral, starts lashing out, and I want nothing to do with her. The ...