Cogito Announces the Employee Experience (EX) Score for Measuring Employee Sentiment in Customer Interactions

Cogito, the leader in real-time coaching and guidance for the enterprise, announced its Employee Experience (EX) Score, derived from a unique machine learning model built to assess the employee’s experience (EX) in customer interactions.

The first of its kind in the conversational intelligence landscape, this new artificial intelligence (AI) model aims to help executives and operational leaders prioritize employee engagement, improve the onboarding experience and highlight risks of burnout amongst frontline customer service professionals.

Cogito’s EX Score is a new feature developed for the contact centre as a measure of EX. The EX Score leverages human-centred signals to accurately assess how a contact centre agent will feel following each of their daily customer interactions. As contact centre teams have shifted to hybrid or remote management, the threads that bind contact centre communities have frayed resulting in agent attrition, declining EX and gaps in proficiency. Contact centre leaders are seeking solutions that reveal moments of friction in the employee experience and enable quick resolution of issues before they become large scale problems. There is a strong link between positive employee experience (EX) and customer experience (CX), as positive customer interactions are often attributed to engaged and motivated employees.

This EX Score highlights the impact on employees when customers interact with them, ushering in a new level of employee insight. This offering enables increased agent retention, improved agent satisfaction and well-being at work, and faster time to proficiency. New agents leveraging Cogito have been shown to achieve job proficiency up to 50% faster than those who do not use Cogito’s real-time coaching and guidance. The EX Score is leveraged by supervisors and team leads through Cogito Teams and by analytics teams through Cogito Intelligence.

“Contact centres are feeling the strain that comes with managing dispersed remote teams and ensuring their employees can thrive in these new environments while call volume and the complexities of customer interactions continue to increase,” said Joshua Feast, CEO and Co-Founder of Cogito. “Not only does our EX Score aim to directly address these pain points, it is the only solution of its kind in the industry exclusively tracking signs of dissatisfaction and burnout. Our ability to offer an EX Score for every call is a significant differentiator.”

Much like the CX Score, the EX Score uniquely combines human-aware Emotion AI and Conversation AI, deriving real-time insights across single instances or trends across multiple calls. Cogito’s EX Score can be measured over time by individual agents, specific teams or the entire organization, allowing leaders to identify trends negatively or positively impacting the agent experience, like back-to-back calls without breaks (declining morale) or an influx in positive reinforcement nudges (increasing morale).

For more information on Cogito’s EX Score, click here.

About Cogito

Cogito innovates with emotion and conversation AI to deliver real-time coaching and guidance to contact centres and frontline teams. Cogito supports agents and supervisors to improve effectiveness, experience, and empathy by providing human-aware and human-empowering insights. The world’s most well-known brands, including 8 of the Fortune 25, use Cogito to improve their connection with customers and elevate team members’ well-being. Founded in 2007, Cogito is a venture-backed software company based in Boston, MA.

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