Call Center Intelligence

Positive Employee Experience

From Challenge to Opportunity: Tackling Positive Employee Experience in the Contact Center

May 5, 2023

This is the first blog post in a four-part series about employee experience. In this series, we hope…

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How Cogito’s Employee Experience (EX) Score is Ushering in the Next-Gen Contact Center

April 25, 2023

Contact centers are the heartbeat of customer-facing organizations, often the first touchpoint for individuals with issues to be…

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10 Years On – Remembering the Victims of the 2013 Boston Marathon Bombing

April 19, 2023

This week’s 2023 Boston Marathon marked the ten year anniversary of the horrific terrorist attack that took place…

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Establishing Customer Satisfaction Across Enterprise AI Organizations

February 22, 2023

The potential for artificial intelligence (AI) to streamline, automate and improve enterprise processes is boundless. Enterprise AI companies…

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Natural Language Processing and Its Impact on Future Intelligence

February 10, 2023

Natural Language Processing and the Revolution of Conversation Intelligence Artificial Intelligence capabilities continue to evolve at an exponential…

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The Increasing Value and Development of Artificial Intelligence: A 15-Year Perspective

February 8, 2023

Last year, Cogito hit an incredible milestone: 15 years as a company. The year was 2007, and artificial…

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What We Learned From Our Fortune 500 Customer Advisory Board

January 10, 2023

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

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Agent Assist for the Modern Contact Center

December 21, 2022

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

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Top 4 CX and Business Trends to Watch for 2023

December 14, 2022

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

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Smiling senior woman on the phone during the holidays

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

November 3, 2022

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

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