Cogito

The partnership will lead to more customised guidance and improve customer journeys with enterprise contact centres

Cogito’s EX Score leverages human-centred signals to assess how contact centre agents will feel following daily customer interactions.  Cogito, a provider of real-time coaching and guidance solutions, has launched Employee Experience (EX) Score, derived from a machine learning model built to assess contact centre employee experiences in customer interactions. Cogito’s EX Score leverages human-centred signals […]

Its dashboard reviews speaking behaviours across emotion cues and critical conversation topics. All calls are reviewed with specific targets automatically identified. Cogito, a real-time coaching and guidance solution provider, introduced personalised coaching features to better support employees handling complex customer service inquiries and focus on professional development based on each agent’s skills. Personalised coaching delivers […]