Cogito Delivers Insight to Support Service Leaders Amid Shift to Remote Work
Boston, MA, USA, May, 2020 -- Cogito, a provider in real-time emotional intelligence solutions, announced enhancements to Cogito Dialog – AI that analyzes phone conversations and provides real-time guidance for frontline call center agents to better engage with customers. The latest capabilities help support agents through unprecedented call volumes due to the COVID-19 pandemic, with updated in-the-moment guidance features, as well as enriched data visualizations for supervisors – enabling more specific coaching opportunities while managing distributed teams.
"Call center representative and supervisor jobs are very challenging under ordinary circumstances. With the incredible disruption presented by the abrupt shifts to remote work settings, along with rocketing levels of customer stress and anxiety, these professionals need more support than ever before," said Dr. Sklyer Place, Chief Behavioral Science Officer for Cogito. "To help employees and enterprises adapt, we have accelerated our pace of innovation to ensure optimal visibility into employee well-being and enhanced coaching – helping to ensure agents have the support they need while being physically isolated from their supervisors and peers."
Building on existing capabilities, the latest release of Cogito Dialog presents more informative insights and enhanced live guidance, resulting in immediate improvement to customer experience and overall company performance.
"For companies, it is key that they start fully solving customer problems quickly. That they hire and train skilled customer service reps. To enable them, they need to bring in technology that can help make humans better," said Harley Manning VP and Research Director at Forrester’s CX NYC 2019 Forum. "Cogito’s artificial intelligence listens in to the conversation between the customer and customer service representative and coaches the customer service rep in real-time. It warns them that they have been talking for a long time, that they are low energy, or when there is a lot of dead air. There are cues that tell them to be more empathetic and when a person is upset. The irony is that Cogito’s software has the emotional intelligence that humans often lack and this technology has proven to both improve customer experience and cut cost."
Posted by Veronica Silva Cusi, news correspondent
Date Posted: Tuesday, May 19, 2020
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