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…

Reintroducing Human Aware Data and AI to the Call Center
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…