Growing and Developing Talent Through Coaching
Cogito is a coaching solution for contact centers. It helps agents in real-time during conversations and assists managers in mentoring them with AI-personalized plans.
Lift Agent Productivity and
In the hyper-competitive work-from-anywhere modern contact center environment, providing agents with high quality coaching that helps them develop into better customer service representatives is a critical strategic priority.
Leading contact centers rely on personalized, agent-specific coaching to develop, grow and retain their agent populations. High quality coaching programs serve as a key differentiator for companies who are able to lift the productivity level of their agents while improving CX.
Automate the Tedious
Parts of Coaching
Cogito enables team leaders to automate the tedious aspects of contact center coaching and gives them the time back they need to actually coach their reps. Expedite preparation work by pulling data and surfacing personalized recommendations for your reps. AI-driven plans automatically identify coaching opportunities for individual agents and let team leaders prioritize areas of growth based on a set of personalized goal recommendations.
In the Moment
The best coaching to reinforce positive behavior while simultaneously improving behaviors negatively impacting the call occurs in the moment – sometimes referred to as the “moments of truth” in the conversation.
A contact center supervisor cannot possibly be on every call in every moment. Luckily AI developed specifically to coach for better conversations is there to do the work and provide continuous real-time feedback to agents helping guide them through complex conversations.
Feedback and Praise
A continuous feedback loop for agents where praise for a job well done is strongly reinforced turns coaching away from acts of randomness and into a systemic process that scales with your organization.
With Cogito, agents are able to regularly check on their accomplishments and their progress is automatically tracked with visibility for both the agent and the team leader. Data-driven feedback keeps everyone on the same page and enables visibility into performance improvement.
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