Agent Assist for the Modern Contact Center

We’ve crossed into the busiest retail season of the year, and outside of crowded malls and retail outlets,…

Agent Assist for the Modern Contact Center
What We Learned From Our Fortune 500 Customer Advisory Board
What We Learned From Our Fortune 500 Customer Advisory Board

Recently, our team hosted a gathering of Fortune 500 companies at our Customer Advisory Board meeting. The event…

Agent Assist for the Modern Contact Center
Agent Assist for the Modern Contact Center

We’ve crossed into the busiest retail season of the year, and outside of crowded malls and retail outlets,…

Top 4 CX and Business Trends to Watch for 2023
Top 4 CX and Business Trends to Watch for 2023

2023 is coming quickly and as you’re building your strategy for the next year, here are the top…

Taking a Human-Centered Approach to Supporting Agents and Customers this Holiday Season
Taking a Human-Centered Approach to Supporting Agents and Customers this Holiday Season

A recent survey found that 22% of consumers would rather spend a night in jail than call a…

Employee Harassment: And How to Support Your Agents Through It
Employee Harassment: And How to Support Your Agents Through It

Call center agents have some of the most stressful jobs around. Constant calls, long customer wait lines, and…

Cogito Launches New Product Features This Summer
Cogito Launches New Product Features This Summer

We are excited to announce that this month we will be launching several enhanced product features to our…

Cristina Gorrostieta Named Finalist in VentureBeat AI Award
Cristina Gorrostieta Named Finalist in VentureBeat AI Award

Cogito’s own Cristina Gorrostieta, Principal Data Scientist, was named a finalist for the VentureBeat Women in AI award for AI Research.…

Reintroducing Human Aware Data and AI to the Call Center
Reintroducing Human Aware Data and AI to the Call Center

Globally, over 15 million people are employed by contact centers – and this number continues to increase. This…

What’s New at Cogito: June Updates And Releases
What’s New at Cogito: June Updates And Releases

Recently, Cogito announced updates to its real-time Emotion AI & Conversation AI software. This announcement also highlighted news…

How Contact Center Leaders Can Overcome the Positive Employee Experience Challenge
How Contact Center Leaders Can Overcome the Positive Employee Experience Challenge

The shift to remote and hybrid work over the last few years has altered the way we interact,…

Customer Contact Week: A Meeting of the Minds
Customer Contact Week: A Meeting of the Minds

Recently, the Cogito team had the privilege of sponsoring and attending Customer Contact Week (CCW) in Las Vegas—the…

The Data Is In: Consumers’ Perception of the Service Experience
The Data Is In: Consumers’ Perception of the Service Experience

Challenged with emotionally-charged customers and a fast-paced work environment, customer-facing representatives are far too often experiencing cognitive overload,…

Understanding The ROI of Agent Wellness in Hybrid Call Centers
Understanding The ROI of Agent Wellness in Hybrid Call Centers

As we approach the second anniversary of the COVID-19 pandemic, many employers are curious about the impact of…

Bright Horizons Ahead for the New Year
Bright Horizons Ahead for the New Year

We entered a new phase of work this past year, navigating the ins and outs of a long-term…

Customer Advisory Board: Coming Together to Shape Cogito’s Future
Customer Advisory Board: Coming Together to Shape Cogito’s Future

Recently, our team had the honor and privilege to host our esteemed Customer Advisory Board for a lively…

Cogito Celebrates #GivingTuesday in a Personalized Way
Cogito Celebrates #GivingTuesday in a Personalized Way

With the pandemic and transition to an Office Optional workspace, we’ve seen much of our workforce relocate throughout…

AI Perception and Apprehension Report Finds Over a Quarter of Consumers Believe AI is Misunderstood
AI Perception and Apprehension Report Finds Over a Quarter of Consumers Believe AI is Misunderstood

Today, Cogito released its AI Perception and Apprehension findings, designed to capture consumers’ understanding of artificial intelligence (AI),…

Building Customer Loyalty Through Happy Call Center Agents
Building Customer Loyalty Through Happy Call Center Agents

This is the second in a series of posts on customer experiences in the call center, catch up…