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Japanese telecommunications giant SoftBank recently announced that it has been developing “emotion-canceling” technology powered by AI that will alter the voices of angry customers to sound calmer ...

One of the toughest aspects of working in a call center is dealing with customers who, for whatever reason, refuse to behave in accordance with the fact that the representative on the other end of the ...

I think that if someone yells at a customer service rep, they have the right to hang up. Some people just need to learn to behave. I am a teacher, and have to deal with parents a lot. Most of them are ...

AI-powered contact centers automate tasks and boost efficiency, leading to higher customer satisfaction and better agent support — key to staying competitive. Customer satisfaction and loyalty are ...

"At the end of the day, the mental health of our associates is key to the success of the customer experience," says Jason O'Dell, vice president for voice services at First Horizon Bank. Call center ...