Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

News : Cogito Delivers Insight to Support Service Leaders Amid Shift to Remote Work

#contactcenterworld, @CogitoCorp

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."

#contactcenterworld, @CogitoCorp

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About Cogito:
Company LogoCogito enhances the emotional intelligence of phone professionals by applying behavioral science through artificial intelligence and machine learning. Cogito’s software analyzes conversational dynamics to provide live guidance for agents and a real-time measure of customer experience for every call. Cogito is helping the world’s most successful enterprises improve sales results, deliver amazing service, and enhance quality of care. Cogito is a venture-backed software company located in Boston, MA.
Company RSS Feed   Company Facebook   Company Twitter   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Cancel Training At Your Peril

Read today's tip or listen to it on podcast.

Published: Tuesday, May 19, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Payment Services

 
1.) 
Eckoh

CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)
PH: 01442 458300
 

ABOUT US IN 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =