Good customer service seems like common sense for businesses. But how valuable is it really? John Mitchell is President of Applied Marketing Science, a market research and consulting firm focusing on ...

*Refers to the latest 2 years of omaha.com stories. Cancel anytime. Jennie Wong Something has gone wrong with one of your customers. One of your employees has made a mistake or maybe you were the one ...

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 ...

AI has been helping CX agents in many ways. Now it promises to help them relieve some of the stress of dealing with angry customers. Softbank Group’s telecom arm developed an AI tool which softens the ...

"Your service sucks! Can't you do anything right?" shouted Jeff, his voice laced with frustration. He had demanded to have a new water dispenser sent over to replace the one that had malfunctioned, ...

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 ...

Taking the stress of call centre operators with an AI shield SoftBank has developed AI voice-conversion technology to reduce call centre operators' psychological stress by altering the voices of angry ...