Resources

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…

Read More
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…

Read More
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…

Read More
Center of Excellence
VideoVideo

Center of Excellence

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

Read More
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…

Read More
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…

Read More
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…

Read More
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…

Read More
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.…

Read More
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…

Read More
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…

Read More
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…

Read More
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…

Read More