Resource Library

Customer Service Empathy Assessment

FeaturedAssessment

Complimentary Analysis for Contact Centers Empathy as a strategy drives operational efficiency, enhances customer satisfaction and improves employee productivity. In fact, the average three year revenue impact of a moderate…

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AI Coaching
InfographicInfographic

Transforming the Service Experience with AI Coaching

Frontline phone professionals are often the face of a company, tasked with navigating emotionally-charged, complex conversations and high…

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The Power of Human Connections to Drive Call Center Engagement

Call center leaders face several unique challenges brought on by hybrid and remote work. Teams are dispersed and…

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3 Steps to Increase AI Adoption in the Workplace
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3 Steps to Increase AI Adoption in the Workplace

Introducing AI allows organizations to better serve customers and empower call center employees, significantly impacting their respective and…

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How a Fortune 100 financial technology company used Cogito to reduce AHT by 8%
Case StudyCase Study

How a Fortune 100 FinTech company used Cogito to reduce AHT by 8%

This case study lays out the strategy of how one of the world’s most known and respected FinTech…

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The ROI of Agent Wellness in Hybrid Call Centers Webinar
WebinarWebinar

The ROI of Agent Wellness in Hybrid Call Centers

Call centers have made the shift to hybrid work and agent wellness has become top of mind for…

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Cogito’s CX Score
WhitepaperWhitepaper

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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Shifting Call Center Operations to Real-Time Through the Lens of CX
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Shifting Call Center Operations to Real-Time Through the Lens of CX

To truly transform CX operations, call center leaders need to evolve beyond their dependence on surveys. Shifting call…

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positive call center habits
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Building Positive Call Center Habits that Drive Great CX

Are you building positive call center habits that drive great CX? In the call center, habits are the…

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The Rise of the AI Coaching System: Powering the Empathic Enterprise
E-BookE-Book

The Rise of the AI Coaching System: Powering the Empathic Enterprise

Emotional connections lead to better customer interactions, creating truly loyal customers. However, the remote work environment that has…

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On-Demand Webinar: Addressing 6 Call Behaviors that Frustrate Customers Most
WebinarWebinar

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…

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CX as a Leading Indicator of Agent Performance
Whitepaper

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…

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WebinarWebinar

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…

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Center of Excellence
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Center of Excellence

Hear from Naomi Nuta, Senior Director of Data Science at Cogito, as she talks about Cogito’s Center of…

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Models as a Service
VideoVideo

Models as a Service (MaaS)

Jorge Calzada, Director of Data Science at Cogito, talks about Models as a Service (MaaS).   Request a…

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WebinarWebinar

How AI Enables Real-time Agent Coaching in the Call Center

Agent coaching has never been more critical than it is right now. With remote teams and more emotionally…

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Leveraging Behavior Change in the Call Center Webinar
WebinarWebinar

Leveraging Behavior Change in the Call Center to Drive Business Value

Can call centers systematically develop and manage behaviors to achieve superior performance and drive enhanced business value for…

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VideoVideo

How to Elevate Empathy and Humanize AI Powered Interactions

Kathy Juve, EVP of CX Technology and Insights at Concentrix, and Dave D’Aprile, Senior Director of Product Marketing…

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E-BookE-Book

AI-Enhanced Soft Skills: The Key to Superior Customer Engagement

Strong soft skills allow the best call center agents to outperform their peers and deliver superior customer engagement.…

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WebinarWebinar

Scaling Empathy Through A Next Gen Center of Excellence

Scaling Empathy Through A Next Gen Center of Excellence In this webinar, Cogito’s Sr. Director, Strategic Services, Naomi…

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VideoVideo

HUMANA Wins CXPA’s Customer Experience Innovation Award With Cogito

Humana is at the forefront of customer experience and a leading example for the industry. Learn how Humana…

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VideoVideo

Customer Experience Series: Donna Peeples (1/4)

We’ve seen it all before: customer interactions with call center agents can either make or break a customer’s…

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VideoVideo

Customer Experience Series: Donna Peeples (2/4)

In part 2 of this 4 part series, learn from customer experience expert, Donna Peeples, about how Cogito helps call…

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VideoVideo

Customer Experience Series: Donna Peeples (3/4)

The latest advances in voice analytics is providing call center agents with in-call guidance and simultaneously measuring how…

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VideoVideo

Customer Experience Series: Donna Peeples (4/4)

As a customer experience executive, Donna Peeples knows all the best tactics for communicating and engaging your most important customers.…

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