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 ...

Active listening training empowers call center agents to boost FCR and CSAT, reduce repeat calls, and deliver empathetic, ...

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 ...

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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 ...

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, ...

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 ...

This semester an xLab team worked on a project for Progressive Insurance. It was the first semester of the project, and the team was tasked to create a tool to train customer service agents using ...

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 ...

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, ...