There are few things worse than needing to call a customer service agent for help. Stubbing your toe? Maybe. Working on Christmas? Probably. Hearing the final score of a game you DVR’d? Definitely.

Customer service is the backbone of any business. Personal interaction influences customer loyalty. To enhance service quality, call recording is a simple yet powerful tool. By analyzing interactions, ...

Oh, the lengths some people will go to get better customer service — such as recording phone calls with a customer service agent. Robert Grunfeld, who had a ticket on a United Airlines flight from ...