PTSD

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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Employee Harassment: And How to Support Your Agents Through It

October 5, 2022

Call center agents have some of the most stressful jobs around. Constant calls, long customer wait lines, and…

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Cogito Launches New Product Features This Summer

August 23, 2022

We are excited to announce that this month we will be launching several enhanced product features to our…

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Cristina Gorrostieta Named Finalist in VentureBeat AI Award

August 11, 2022

Cogito’s own Cristina Gorrostieta, Principal Data Scientist, was named a finalist for the VentureBeat Women in AI award for AI Research.…

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Reintroducing Human Aware Data and AI to the Call Center

August 10, 2022

Globally, over 15 million people are employed by contact centers – and this number continues to increase.  This…

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What’s New at Cogito: June Updates And Releases

July 29, 2022

Recently, Cogito announced updates to its real-time Emotion AI & Conversation AI software. This announcement also highlighted news…

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Positive Employee Experience

How Contact Center Leaders Can Overcome the Positive Employee Experience Challenge

July 29, 2022

The shift to remote and hybrid work over the last few years has altered the way we interact,…

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Cogito CCW

Customer Contact Week: A Meeting of the Minds

July 18, 2022

Recently, the Cogito team had the privilege of sponsoring and attending Customer Contact Week (CCW) in Las Vegas—the…

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The Data Is In: Consumers’ Perception of the Service Experience

June 9, 2022

Challenged with emotionally-charged customers and a fast-paced work environment, customer-facing representatives are far too often experiencing cognitive overload,…

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ROI of Agent Wellness

Understanding The ROI of Agent Wellness in Hybrid Call Centers

January 31, 2022

As we approach the second anniversary of the COVID-19 pandemic, many employers are curious about the impact of…

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