Behavioral Science

Protecting Customers While Growing: Balancing Regulation & Growth in Highly Regulated Industries

March 5, 2024

The Intersect of Regulated Industries & Value A familiar narrative echoes within the corridors of today’s banking institutions.…

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The Evolution of Quality Assurance in Contact Centers

March 4, 2024

In the dynamic world of customer service, meeting and exceeding customer expectations is crucial for the success of…

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Customer Advisory Board Recap: Using Quality Data to Operationalize the Agent and Supervisor Experience

January 3, 2024

Cogito prides itself on being a customer-first company, much like many of the clients we serve. That’s why…

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Happy call center agent on the phone

How Call Center AI Enhances Agent and Customer Experience

December 8, 2023

Emerging call center AI technologies are changing the way traditional contact centers are managed and operated. This innovation…

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A Guide to AI for Customer Service Contact Centers

November 7, 2023

In recent years, we’ve witnessed a two-year decline in customer experience (CX) quality across various industries, according to…

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How to Identify and Mitigate Gender Bias in AI

October 10, 2023

Despite our best efforts to build neutral machines, artificial intelligence (AI) is ultimately a mirror of our human…

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Customer Advisory Board Recap: Discussing the Future of AI for CX & EX

August 9, 2023

At Cogito, we pride ourselves on being the experts when it comes to leveraging AI to deliver excellent…

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Are we witnessing the end of humans in customer service?

August 8, 2023

Modern business leaders know that economic uncertainties, external societal factors and an unstable labor market are always looming…

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Customer Contact Week 2023 Recap: Seizing Opportunities and Driving Momentum

July 10, 2023

Fresh from the recently concluded Customer Contact Week (CCW) event in Las Vegas, the Cogito team is more…

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Cogito EX: Revolutionizing Agent Experience Assessment in Contact Centers

June 16, 2023

This is the fourth and final blog post in a four-part series about employee experience. We encourage you…

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