Resources

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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Cogito’s Dr. Skyler Place Presents at FXD Conference

Cogito’s Dr. Skyler Place Presents at FXD Conference In this video, Cogito’s Chief Behavioral Science Officer, Dr. Skyler Place,…

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Cogito’s Dr. Skyler Place Speaks On Panel At FXD

Cogito’s Dr. Skyler Place Speaks On Panel At FXD When designing for financial behavior, there are many ethical…

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Cogito Dialog Datasheet

Cogito Dialog Datasheet The nature of conversations at the call center is radically changing. With the increased usage…

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Gender De-Biasing In Speech Emotion Recognition

Machine learning can unintentionally encode and amplify negative biases and stereotypes present in humans, be they conscious or…

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Attention-Based Sequence Classification For Affect Detection

The area of affective computing, and in particular recognition of emotion from voice, has received continually increasing attention…

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Delivering Consistently Amazing Customer Experience With Shep Hyken

Join us for an in-depth discussion with NYT-Bestselling author and customer service and experience expert, Shep Hyken. Shep…

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State Of Empathy In The Call Center Webinar

In this webinar, Cogito’s Chief Behavioral Science Officer, Dr. Skyler Place and Head of Product Marketing, Dave D’Aprile,…

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Empathy: Paving The Road To Customer Loyalty

There are 3.4 million call center workers in the U.S. That’s a lot of people working in a…

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Preventing Agent Burnout In The Call Center

In this webinar, Cogito’s Chief Behavioral Science Officer, Dr. Skyler Place and Head of Product Marketing, Dave D’Aprile,…

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AI-Augmented Agents: Building Better Emotional Connections With Customers

The demands on modern day call center agents are making it increasingly difficult to build emotional connections with…

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More Than Human: Making Customer Service Better By Augmenting People

In this virtual session, Forrester’s Vice President of Customer Experience Harley Manning discusses the latest Forrester research around…

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How Customer Engagement Strategies Are Changing In The New Normal

In this live virtual session, Kathy Juve, EVP of High Value Services at Concentrix discusses her views on…

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