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 ...

TOKYO, May 16 (Reuters) - This May 16 story has been refiled to amend quotes to clarify that SoftBank was referring to workers and customers in general, not necessarily its own, in paragraphs 3 and 4 ...

Call center jobs are “not for the weak,” says a work-from-home employee. In a video with over 534,000 views posted to TikTok, the worker explains why. TikTok user @aprettygayfem is a supervisor for a ...

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 ...

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 ...

"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, ...

Reddit is full of raw, unfiltered feedback from call center workers. The message? It’s not the tech that’s broken. It’s the trust. The problem for your contact center agents isn't artificial ...