A penny for the thoughts of our thankless call center workers. If these customer support personnel weren’t treated like robots before, in other words, they are now — in a distressingly literal sense.

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 ...

Some customers are so entitled that they act like the employees are robbing them of a VIP experience. Imagine going to work before the store is open, and a customer demands you open early and stay ...

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 ...