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Protecting Customers While Growing: Balancing Regulation & Growth in Highly Regulated Industries
The Intersect of Regulated Industries & Value A familiar narrative echoes within the corridors of today’s banking institutions.…
Protecting Customers While Growing: Balancing Regulation & Growth in Highly Regulated Industries
The Intersect of Regulated Industries & Value A familiar narrative echoes within the corridors of today’s banking institutions.…
The Evolution of Quality Assurance in Contact Centers
In the dynamic world of customer service, meeting and exceeding customer expectations is crucial for the success of…
Customer Advisory Board Recap: Using Quality Data to Operationalize the Agent and Supervisor Experience
Cogito prides itself on being a customer-first company, much like many of the clients we serve. That’s why…
How Call Center AI Enhances Agent and Customer Experience
Emerging call center AI technologies are changing the way traditional contact centers are managed and operated. This innovation…
A Guide to AI for Customer Service Contact Centers
In recent years, we’ve witnessed a two-year decline in customer experience (CX) quality across various industries, according to…
How to Identify and Mitigate Gender Bias in AI
Despite our best efforts to build neutral machines, artificial intelligence (AI) is ultimately a mirror of our human…
Customer Advisory Board Recap: Discussing the Future of AI for CX & EX
At Cogito, we pride ourselves on being the experts when it comes to leveraging AI to deliver excellent…
Are we witnessing the end of humans in customer service?
Modern business leaders know that economic uncertainties, external societal factors and an unstable labor market are always looming…
Customer Contact Week 2023 Recap: Seizing Opportunities and Driving Momentum
Fresh from the recently concluded Customer Contact Week (CCW) event in Las Vegas, the Cogito team is more…
Cogito EX: Revolutionizing Agent Experience Assessment in Contact Centers
This is the fourth and final blog post in a four-part series about employee experience. We encourage you…
Employee Harassment: And How to Support Your Agents Through It
This is the third blog post in a four-part series about employee experience. We encourage you to review…
An Evolving Customer Landscape Requires a New Approach to Customer Service
Industry analyst firm Forrester Research recently released its latest market landscape analyzing the trends, priorities and vendors within…