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…

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How Humana Pharmacy Leverages AI To Enhance Member Experience

In this virtual session, hear from Mark Morse, Vice President of Pharmacy Service Operations at Humana on how…

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E-Book

The ROI Of Empathy

While being ’empathetic’ doesn’t necessarily seem like it would be a strong driving force for increasing ROI, surveys…

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The Resilient Call Center: 3 Business Continuity Strategies To Implement Now

In an ever-changing work environment that is affected by various factors, it is important to understand how to…

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The Inner Circle Guide To First-Contact Resolution

The Inner Circle Guides are a series of analyst reports investigating key customer contact solutions. First-contact resolution (FCR)…

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Reducing Bias In Customer Engagement

In this webinar, Cogito’s Sr. Director of Strategic Services & Enablement, Naomi Nuta and Head of Product Marketing,…

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Improving Employee Experience in the Call Center

In order to achieve high CX performance, organizations must ensure they have a solid EX foundation. In this…

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Achieving Customer Service Excellence With Remote Agents

Achieving Customer Service Excellence With Remote Agents In this webinar, Forrester VP & Principal Analyst, Kate Leggett and…

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