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 ...

You're currently following this author! Want to unfollow? Unsubscribe via the link in your email. Follow Hasan Chowdhury Every time Hasan publishes a story, you’ll get an alert straight to your inbox!

David Pogue is a six-time Emmy winner for his stories on "CBS Sunday Morning," where he's been a correspondent since 2002. Pogue hosts the CBS News podcast "Unsung Science." He's also a New York Times ...

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 ...

(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) TOKYO (Reuters) - ...

Former reps reveal what they say happened at the other end of the phone. — -- More and more disgruntled customers are posting personal horror stories online about their interactions with customer ...

"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 ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There are two reasons your customer service is unforgettable ...

"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, ...

eSpeaks’ Corey Noles talks with Rob Israch, President of Tipalti, about what it means to lead with Global-First Finance and how companies can build scalable, compliant operations in an increasingly ...