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More than ever, your frontline agents are receiving a high volume of emotionally-charged, complex calls that can’t be…
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Call center leaders face several unique challenges brought on by hybrid and remote work. Teams are dispersed and…
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Frontline phone professionals are often the face of a company, tasked with navigating emotionally-charged, complex conversations and high…
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Call center leaders face several unique challenges brought on by hybrid and remote work. Teams are dispersed and…
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Introducing AI allows organizations to better serve customers and empower call center employees, significantly impacting their respective and…
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This case study lays out the strategy of how one of the world’s most known and respected FinTech…
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Call centers have made the shift to hybrid work and agent wellness has become top of mind for…
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Leveraging Cogito’s CX Score in Customer Interactions, Call Center Operations, and Business Strategy
A customer-centered approach is essential to differentiating a brand from its competitors, but traditional call center metrics do…
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To truly transform CX operations, call center leaders need to evolve beyond their dependence on surveys. Shifting call…
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Are you building positive call center habits that drive great CX? In the call center, habits are the…
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