In the dynamic realm of customer service, call centers are increasingly harnessing innovative technologies to boost their operational efficiency and effectiveness. Generative AI, a standout in this ...

Oh, the lengths some people will go to get better customer service. Like recording phone calls with a customer service agent. Robert Grunfeld, who had a ticket on a United Airlines flight from Newark, ...

Nearly every time I call a customer service line, I end up waiting 15-30 minutes for someone to answer the phone, or I have to repeatedly tap "0" to reach the live representative. If you've ever had ...

We all understand why companies want to offload their customer service to bots and hard-to-find remote “representatives” distributed all over the world: it saves money. The last resort of customer ...

When you have to call a customer service line, where's your patience on a scale of 1-10? "Most people start at a nine or nine-and-a-half," says Amas Tenumah, who wrote a book called Waiting for ...

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 ...

Language plays a key role in almost every marketplace interaction. It’s how salespeople talk to prospects, leaders talk to teams, and customer service agents talk to customers. Recently, firms have ...

Even in a blazingly fast, digital-first world, our society’s relentless pursuit of procedural and experiential optimization is probably always going to have a stubborn wrench stuck in the gears: ...