Call center teams are trained on how to handle angry customers. They are also taught how to progress calls from beginning to end, offering clear service but not wavering from stated company policies.

We don't talk too much about heroes, but Mona Shaw is right up there. Shaw got sick of the crappy customer service from Comcast and decided to do ...

Tackling the coming challenges of machine customer interactions in the contact center with finesse and efficiency.

Beyond that, Karmarkar says, “I suspect it's not qualitatively different from how to handle frustrating interactions in interpersonal relationships” — a topic where advice abounds.