---
title: Forbes writer Adrian Swinscoe talks with Arwen's Product Director about toxicity in the contact centre
description: Article in Forbes and podcast on Punk CX.
---

[News ](https://www.arwen.ai/news)

# [Forbes writer Adrian Swinscoe talks with Arwen's Product Director about toxicity in the contact centre](https://www.arwen.ai/news/forbes-writer-adrian-swinscoe-talks-with-arwens-product-director-about-toxicity-in-the-contact-centre)

 Written by [Joel Bailey](https://www.arwen.ai/news/author/joel-bailey) | Jan 14, 2023 4:50:23 PM

Adrian Swinscoe, host of the Punk CX podcast and contributing writer at Forbes, interviewed Joel Bailey, the Product & Service Director at [Arwen](https://arwen.ai/), to talk about hate and toxicity in social media, the scale and cost of the problem and the impact it has not only on customers but also contact centre and customer service teams.

Access [the podcast here](https://www.adrianswinscoe.com/2022/04/the-impact-hateful-and-toxic-social-media-content-has-on-your-customers-and-people-and-what-to-do-about-it-interview-with-joel-bailey-of-arwen/).

Read [the Forbes article here](https://www.forbes.com/sites/adrianswinscoe/2022/04/13/new-research-finds-that-customer-service-agents-are-abusing-customers/?sh=4f508131c90b).

[View full post](https://www.arwen.ai/news/forbes-writer-adrian-swinscoe-talks-with-arwens-product-director-about-toxicity-in-the-contact-centre)

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