3 Best Practices for Managing Remote Call Center Agents
3 Best Practices for Managing Remote Call Center Agents - Remote work was once a novel idea in many industries or an occasional...
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Office Optional Series: Kye Taylor
Cogito recently announced our plans for a workplace that is truly Office Optional, one where Cogicians are empowered to make choices about...
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Customer Service Week 2020: The Newfound Value of CX
Like many things this year, Customer Service Week 2020 looks and feels a bit different. There are no celebrations on the call...
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Office Optional Series: Lynn Kenning
Cogito recently announced our plans for a workplace that is truly Office Optional, one where Cogicians are empowered to make choices about...
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It’s So Good to Hear Your Voice: The Power of Human Connection
We are now in the midst of month six of the COVID-19 pandemic. With each day, our lives incrementally differ from the...
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Emotionally Intelligent Technology and the Impact on Human Performance
This article was first published on CustomerThink on September 21, 2020. Technology has advanced our day-to-day lives with everything from making it easier...
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Office Optional Series: Kristen Bishop
Cogito recently announced our plans for a workplace that is truly Office Optional; one where Cogicians are empowered to make choices about...
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The Anywhere Office: Introducing Cogito’s Office Optional Policy
When COVID-19 hit, like many companies, Cogito sent folks home quickly, assuming the quarantine would last for a few weeks, maybe two...
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Cogito Receives Industry Recognition for Advancements in AI Coaching Technology for Enhanced Customer Service
The global pandemic and social unrest have reshaped our lives, business and the future of everything. And it is during this time...
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Supervising from Afar: Managing Frontline Employees Remotely
With many employees working remotely for the foreseeable future, workplace dynamics have drastically shifted. And, the reality is, even as some states...
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The Future of Human Interactions and the Role of Technology
COVID-19 has changed so many parts of our daily lives, but perhaps one of the most prominent shifts we have seen is...
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AI Is Not Coming For Your Job, But It Will Change It
From autonomous cars to virtual coaches and combatting the impact of COVID-19, artificial intelligence (AI) is rewriting the way we live, work,...
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Guiding the Frontlines of Customer Experience During COVID-19
Like numerous frontline workers around the world, call center agents are working overtime to serve customers during the COVID-19 crisis. Call volumes...
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Coaching in the Call Center: Going Beyond A Checklist
While every day at Cogito might be different, there is one thing that hasn’t faded in my two years with this creative,...
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The Look of Voice
Right now is truly the hay day for speech technology! Major technological challenges like being able to accurately recognize text from speech...
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Researchers Identify Nine Types of Human Interruptions in Conversations
Cogito researchers analyze millions of calls to better understand how humans communicate in the workplace. Here at Cogito, we are leaders in the...
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How Unmanaged Overload and Fatigue Reach The Peak of Burnout
In Part 1 and Part 2 of this series, Dr. Skyler Place, Chief Behavioral Science Officer at Cogito, explored the dangers of prolonged...
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Here We Grow Again: Roaring Into The ’20s With Strong Momentum
Happy New Year! With another year of incredible company growth and momentum finished, I’d like to reflect on key milestones that made...
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The Cost of Compassion: When Emotional Stress Manifests Into Compassion Fatigue
In part one of this series, Dr. Skyler Place, Chief Behavioral Science Officer at Cogito, looks at the impact of cognitive overload...
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When Too Much Becomes Too Much: The Impact of Cognitive Overload at Work
We’re facing an epidemic in the workplace. With work weeks reaching an average of 47 hours and employee stress levels up nearly...
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The Occupational Phenomenon Everyone is Talking About: Workplace Burnout
It should come as no surprise that work can be draining – tasks to prioritize, daily challenges, unforeseen roadblocks to solve – after all, we...
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Passion. People. Potential. Why I Joined Cogito
In an age of all-time low unemployment, greater emphasis on work-life balance, and wildly expanding tech opportunities, it has never been a...
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Beyond Executive Buy-In, Collaboration & Immersion: The Keys to Implementation Success
Working in Client Services has been the cornerstone of my career for over 15 years. For a long time, I focused my...
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Interspeech 2019 – Machine Learning-enabled Creativity and Innovation In Speech Tech
One thing that was evident at the 2019 Interspeech conference, held in Graz, Austria, is that the speech technology scene continues to...
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Would You recommend NPS To a Friend?
There isn’t a more ubiquitous metric in corporate America than NPS (or Net Promoter Score) and the fixation on it is getting...
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Interspeech 2019: A Simple Technique for Fairer Speech Emotion Recognition
Next week marks the beginning of the 2019 Interspeech Conference in Graz, Austria — Cogito researchers will present a paper which looks...
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AI Can Help You Be A Better Boss
We’ve long been believers that AI has the ability to help us be better, especially in the workplace. In fact, it’s this...
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Intelligence Augmentation: Machine Learning For The Real World
In part two of this series, John Kane discussed the benefits of IA (aka Intelligence Augmentation or Augmented Intelligence) technology, including how...
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Breaking the Sound Barrier of Customer Experience
After taking a few weeks to reflect on Harley Manning’s keynote at Forrester’s CX NYC 2019 Summit the messaging resonates more than...
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Ten States, Six Weeks: What I Learned by Going Cross-Country for Front Line Leaders
If someone asked me to think back to what I had first envisioned in January 2019 when, along with the rest of...
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Leaving the Uncanny Valley: Embracing the AI Coach
When it comes to high pressure situations, I excel. Or at least that is what I thought until one recent experience humbled...
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Why I Chose to Intern at Cogito
This past Spring, I accepted an exciting offer with a leading tech company in Boston: a marketing internship here at Cogito. It’s...
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Rain or Shine: Boston TechJam 2019
It might have been a dreary day, but that did not stop crowds of people from showing up to one of Boston’s...
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Ask not what AI can do for you, but what you can do for AI.
Ask not what AI can do for you, but what you can do for AI. While JFK certainly did not have AI...
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Intelligence Augmentation: The Catalyst for the Future of Work
In part one of this series, John Kane, Distinguished Scientist, Machine Learning at Cogito, discusses the growing disillusionment around AI and the...
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ICASSP 2019 – Towards trustworthy signal processing and machine learning
This year’s International Conference on Acoustics, Speech and Signal Processing (ICASSP) was held in the sunny, seaside town of Brighton. It’s amazing...
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A Great Day to Be a Founder: Rewarding Transformational Behavior
One of my favorite moments as a leader is when I have the opportunity to recognize impressive achievements and reward success. Recently,...
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The Future of AI and Emotional Intelligence: How the AI Space is Evolving
Over the last several years, AI has been seeping into nearly every industry, changing how humans and machines perform and interact day-to-day....
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Intelligence Augmentation: The Best Application for AI
In this series, John Kane, Distinguished Scientist, Machine Learning at Cogito, explores the difference between artificial intelligence and augmented intelligence and the...
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Cogito Welcomes New Technical Advisor to Help Advance Emotion AI
Professor Carlos Busso, a renowned expert in the fields of emotion recognition, machine learning and affective computing, has agreed to work with...
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Implementing Organizational Empathy – The Empathy Series (Part 3)
This is part three of a three-part series. To catch up, read parts one and two, here: Why Your Brand Needs Empathy and How...
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The Deployment and Demystification of AI
In 2019, society will push the providers of AI solutions to be more transparent about the intentions of their technology and how...
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How to Build Trust Through Empathy – The Empathy Series (Part 2)
This is part two of a three-part series. To catch up, read part one, here: Why Your Brand Needs Empathy. According to researchers from...
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Can AI Counter the Effects of Low Expectations for Phone Professionals?
We've all interacted with customer service contact centers for something - for example, changing a mobile phone carrier or discussing an overcharge...
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Reflecting on 2018 – and a Preview of What’s to Come in 2019
Another year is coming to a close and, here at Cogito, we’re reflecting on the milestones that made 2018 such a momentous...
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The Spinout is Off and Running – Congratulations to the CompanionMx team!
As you may have seen, CompanionMx announced today it has officially spun out from Cogito, with the launch of the Companion mobile...
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The “Who” of Augmented Intelligence
This goes beyond just callers and agents. In my previous posts, I highlighted the Why, What, and How of Augmented Intelligence. In this...
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Technology Doesn’t Care – It’s Time to Humanize
Your technology doesn’t care about you. While this might sound harsh, it needs to be said. Don’t let the cute emojis and...
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Why Your Brand Needs Empathy – The Empathy Series (Part 1)
Establishing and maintaining customer trust and loyalty is critical to a brand’s success. According to PwC, 73 percent of people point to...
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Laugh and the World Laughs with You
Most of us associate laughter with amusement, humor, and joy – and, unsurprisingly, we wouldn’t be wrong. However, did you know that...
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