Customer Service Empathy Assessment

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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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A happy contact center agent
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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…

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Engaged call center agent smiling as he works
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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…

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AI Coaching
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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%
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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
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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
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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
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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
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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…

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CX as a Leading Indicator of Agent Performance
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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…

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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…

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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
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Models as a Service (MaaS)

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

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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
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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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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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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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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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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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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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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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