The demands on modern day call center agents are making it increasingly difficult to build emotional connections with customers. Fortunately, advances in AI are now able to augment the human ability to be emotionally intelligent in conversation and consistently build customer connections. In this webinar, Forrester Principal Analyst Ian Jacobs and Cogito’s Dave D’Aprile, will discuss how leading organizations are effectively leveraging AI to scale enhanced emotional intelligence across their front-line operations.

This webinar will explore:

• Why emotion matters in the contact center and how it ties to business KPIs
• Why agent augmentation, not replacement, is the AI strategy leading organizations are turning to
• The dual-impacts of emotional conversations on the customer and the agent
• Real-world case studies of companies who are leveraging AI to augment their agents for enhanced emotional intelligence