A customer-centered approach is essential to differentiating a brand from its competitors, but traditional call center metrics do not adequately measure the customer experience. Cogito’s CX Score offers unparalleled insight into customer conversations by analyzing customer and agent behavioral signals in every phone interaction. The following paper provides guidance on how to use Cogito’s CX across call center operations, with particular emphasis on the roles of operations analysts and data scientists.

Specifically, this whitepaper explores:

  • The Origins of Customer Experience Measurement
  • The Three Customer Experience Decisions
  • Insight to Action: Using CX across the Call Center
  • How Cogito’s CX Score is a Cross-Functional Tool for Organizational Success