Cogito’s State of Empathy in the Call Center report was compiled to explore how companies are adapting their customer experience strategies – including tactics, training and technology – to address growing customer expectations, competitively differentiate their offerings, and drive greater customer loyalty.


This report is constructed from the following data:

  • A series of survey findings that examine both consumer opinions about interactions with call centers
  • Challenges and trends among call center phone professionals and managers
  • Systematic analysis of 2.3 million calls from 2018
  • Behavioral insights derived working with clients


State of Empathy Report