Samsara leverages its safety-first approach and 14 trillion data points to expand beyond telematics into comprehensive ...

One of the major announcements at contact-center-as-a-service leader NiCE Ltd. ‘s Interactions user event in Las Vegas last ...

A new study examined different ways of coping with stress to see what makes us feel better when we're struggling.

If you’re feeling lost, overwhelmed, or simply curious about what lies ahead, a single psychic phone reading could be the ...

We found a fixer-upper mini storage business for sale and used Lauren's college savings as seed money to make the down payment. We paid $325,000, and it was a huge risk. Owning a storage unit ...

Let’s now consider some techniques for conducting difficult conversations. No one is a pro at this; however, there is room for improvement. You can start with empathy.

Other ways to use positive regard is to use a warm tone of voice, address the person by name, hold eye contact (appropriate for patient’s culture), allow moments of pause during conversation to allow ...

Good news for call center operators who are worn down by hostile customers with unreasonable demands—artificial intelligence technology can alter angry voices into calm ones.

14. Work Together to Achieve a Positive Outcome. Difficult conversations don’t have to be confrontational or upsetting, they can be constructive and progressive, too. You can work together to ensure ...

The most customer-friendly companies should already offer instant transcripts and recordings of all customer service phone calls. That way, both sides know what was said in a conversation.