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positive call center habits

Building Positive Call Center Habits that Drive Great CX

September 15, 2021

Are you building positive call center habits that drive great CX? In the call center, habits are the…

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The Rise of the AI Coaching System: Powering the Empathic Enterprise

The Rise of the AI Coaching System: Powering the Empathic Enterprise

August 23, 2021

Emotional connections lead to better customer interactions, creating truly loyal customers. However, the remote work environment that has…

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On-Demand Webinar: Addressing 6 Call Behaviors that Frustrate Customers Most

Addressing 6 Call Behaviors that Frustrate Customers Most

June 24, 2021

Competing in the empathy economy means appealing to customer emotion and delivering consistently exceptional CX as a key…

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CX as a Leading Indicator of Agent Performance

CX as a Leading Indicator of Agent Performance

June 8, 2021

Cogito has analyzed the NPS scores for nine of its enterprise clients and found that NPS survey responses…

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Prioritizing Employee Wellness in the Virtual Call Center

May 7, 2021

For call center agents working in remote environments, empathy fatigue is a real phenomenon that brings with it…

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Center of Excellence

Center of Excellence

April 26, 2021

Hear from Naomi Nuta, Senior Director of Data Science at Cogito, as she talks about Cogito’s Center of…

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Models as a Service

Models as a Service (MaaS)

April 19, 2021

Jorge Calzada, Director of Data Science at Cogito, talks about Models as a Service (MaaS).   Request a…

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How AI Enables Real-time Agent Coaching in the Call Center

April 8, 2021

Agent coaching has never been more critical than it is right now. With remote teams and more emotionally…

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Leveraging Behavior Change in the Call Center Webinar

Leveraging Behavior Change in the Call Center to Drive Business Value

March 2, 2021

Can call centers systematically develop and manage behaviors to achieve superior performance and drive enhanced business value for…

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How to Elevate Empathy and Humanize AI Powered Interactions

February 9, 2021

Kathy Juve, EVP of CX Technology and Insights at Concentrix, and Dave D’Aprile, Senior Director of Product Marketing…

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