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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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
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
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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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VideoVideo

Cogito’s CEO Joshua Feast At STEX Conference

Hear from Cogito CEO Joshua Feast on how Cogito not only helps business outcomes, but also improves employee…

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VideoVideo

CEO Joshua Feast Presents At Guidewire’s Conference

Hear how our Emotional Intelligence software is revolutionizing the way call center agents communicate with their customers. In…

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VideoVideo

Cogito & Salesforce: A More Intelligent Customer Experience

Cogito’s real-time emotional intelligence software will change the way your agents interact with your customers. Our Artificial Intelligence…

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VideoVideo

Streaming Conversational Guidance

Get an inside look at exactly how Cogito’s behavioral software works. Learn how data is tracked, analyzed, and…

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InfographicInfographic

Awaken The Force In Your Call Center

Your call center agents are your Jedi; the trusted guardians of your business. To build the emotional connections…

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