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 ...

Verizon’s outage yesterday was bad, but it proved the company knows one thing: When things go wrong, humans want to speak to humans.

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 ...

*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 ...

"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, ...