Resources
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
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). Request a…
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…
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…
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.…
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…
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…
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…
Streaming Conversational Guidance
Get an inside look at exactly how Cogito’s behavioral software works. Learn how data is tracked, analyzed, and…
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…
The Science Behind Service
When call center agents have the tools they need to succeed, they are more motivated and have better…
The Service Professional
Learn how a good working culture can ensure your agents have positive experiences with clients that will grow…
The Science Of Employee Engagement
9 out of 10 executives agree that employee engagement is a top priority for their company. It’s proven…
6 Tips For Boosting Employee Engagement
High performing call center employees are motivated and inspired by their managers through small acts and big celebrations…