The best response to hostile emails is to stay calm, composed and laser-focused on listening, our guest columnist writes.

This story is from The Pulse, a weekly health and science podcast. Find it on Apple Podcasts, Spotify, or wherever you get your podcasts. Amie Ward has worked in the hospitality industry for more than ...

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 ...

Do you want to reduce employee training time, increase training effectiveness, and help employees gain experience and confidence? While many companies still provide traditional classroom training, ...

Call center workers might not have to deal with angry customers for too much longer. SoftBank plans on using AI to make angry calls sound less aggressive. The Japanese firm is seeking to turn a ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. The importance of employee learning is well-established. According to a report by LinkedIn, ...

The goal of the customer service is to ensure customer satisfaction and to enhance customer loyalty. But despite the billions of dollars companies spend on customer service programs, our interactions ...

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 ...

3d rendering humanoid robots working with headset and notebook. The use of AI in call centers is changing the approach many organizations take to customer service. By automating routine inquiries and ...

Forward-looking: As generative AI gains popularity, many worry that it might replace some human jobs, with customer service positions possibly being among the most critically endangered. However, ...