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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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Equipping Contact Center Agents to Tackle Complex Calls with AI
More than ever, your frontline agents are receiving a high volume of emotionally-charged, complex calls that can’t be…
EX is Powering the Future of Contact Center Work
Call center leaders face several unique challenges brought on by hybrid and remote work. Teams are dispersed and…
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…
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…
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…
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…
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…
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…
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…
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…
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…
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…
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…
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…
Center of Excellence
Hear from Naomi Nuta, Senior Director of Data Science at Cogito, as she talks about Cogito’s Center of…
Models as a Service (MaaS)
Jorge Calzada, Director of Data Science at Cogito, talks about Models as a Service (MaaS). Interested in…
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…
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…
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…
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.…
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…
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…
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…
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…