Not every person who gets mad for petty reasons is a Karen, but this is the best way to describe this situation. A lady yelled at a retail employee because she couldn’t find the ketchup brand she ...

Frontline retail work often requires patience under pressure, especially when every interaction can feel like walking a tightrope. So when one guest insisted on blaming the cashier for a declined ...

"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, ...

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 ...

One of the toughest aspects of working in a call center is dealing with customers who, for whatever reason, refuse to behave in accordance with the fact that the representative on the other end of the ...

I'll be curious to see how effective pitch shifting the voice is if the content and inflection remains the same. I wouldn't be surprised if there is some benefit given how tone of voice can grate ...