Call Center CX
Cogito emotional intelligence coaching improves operations and drives greater engagement.
No matter how differentiated your products and services may be, what really identifies your brand is its customer experience. That’s where Cogito AI comes in.
Financial companies using Cogito have raised customer satisfaction 13% and first contact resolution 9%.
Average handle times have dropped as much as 7%.
They’re doing it by using Cogito AI to ensure consistently high emotional intelligence on every call, across the enterprise, whether agents are working in-house, remotely, or as BPO outsources.
Slash Customer Churn by Raising CX
Financial products are complicated. Policyholders have trouble evaluating products. And in making it easier for customers to serve themselves, insurance companies have made it easier for customers to switch.
Customer service quality assurance is key. It’s vital to please them when they call. And they call with the hardest problems.
Cogito helps guide representatives using a customer empathy map to provide a higher quality experience by ensuring they promote understanding, present competence, and drive empathy in every conversation.
at All Levels of the Organization
Cogito does not stop with raising agent performance. Supervisors use Cogito data to provide more informed mentoring, all while ensuring customer data security.
And Cogito data informs decisions at the highest levels of the enterprise. New features such as Cogito™ True Sentiment pairs the Cogito CX score with transcriptions, overcoming the chief flaw of conventional sentiment analysis and enabling truly informed text analytics.
Whether for acquiring new accounts, servicing existing accounts, collecting debt, cross-selling or upselling, Cogito AI raises quality as it reduces costs.
And it does so by supporting the human connection that keeps customers coming back and agents fulfilled in their careers.
A Financial Services Call Center AI Solution That Scales Empathy Across the Enterprise
Cogito offers the first scalable way for every agent to display more consistent emotional intelligence, delivering empathy on every call.
Improving the empathy of phone agents creates stronger human connections, leading to better conversational outcomes, such as:
- Reduced call handle times
- Increased first call resolution
- Improved customer satisfaction and net
- Increased customer lifetime value
For a no-obligation demonstration, contact us today.