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Addressing 6 Call Behaviors that Frustrate Customers Most
Competing in the empathy economy means appealing to customer emotion and delivering consistently exceptional CX as a key differentiator. With…
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CX as a Leading Indicator of Agent Performance
Cogito has analyzed the NPS scores for nine of its enterprise clients and found that NPS survey responses alone do…
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Prioritizing Employee Wellness in the Virtual Call Center
For call center agents working in remote environments, empathy fatigue is a real phenomenon that brings with it significant ramifications.…