2022年10月19日

美國東部夏令時2022年10月19日上午09:00波士頓——(BUSINESS WIRE)——Cogito，企業實時培訓和指導的領導者，宣布了一種新的增強的解決方案，旨在改善一線團隊的員工體驗。個性化輔導功能旨在更好地支持員工處理複雜的客戶服務谘詢，並專注於基於每個代理的技能的專業發展。呼叫中心培訓曆來依賴於小團隊的定性、軼事反饋，這些小團隊的經理不堪重負，質量保證(QA)資源較少，客戶調查有限，隻評估不到1%的電話。眾所周知，這個過程對主管來說是勞動密集型的，他們必須隨機選擇電話，並主觀地評估他們的代理人的主題和技能。為了緩解這個繁瑣的過程和有限的視角帶來的挑戰，更好地滿足當今數字原生和日益遠程的勞動力的需求，Cogito開發了其個性化教練解決方案，數據驅動和強大的反饋可以在100%的呼叫中傳遞。個性化指導儀表板審查跨情感線索和與呼叫中心上下文相關的關鍵對話主題的說話行為。所有的電話都會被審查，並自動識別特定的目標，這種方法讓主管有更多的時間專注於發展他們的團隊技能。該產品利用人工智能(AI)來評估代理的獨特技能和需求，而不考慮其實際辦公環境。它提供直接的反饋，以實現個性化的目標，並從團隊領導那裏獲得積極的認可。Cogito首席執行官兼聯合創始人Joshua Feast表示:“幸福一直是我們技術的核心，我們為個人提供實時情商和洞察力的解決方案，以提高他們提供更多關愛和差異化體驗的能力。” “As we navigate a changing workforce, we expect to place a more considerable emphasis on the applications of data to improve frontline employee experiences and, consequently, the interaction between agents and customers. Cogito ensures enterprise frontline teams are equipped with resources to enhance and improve these human interactions with the tools and guidance that empower humans.” Key Features of the Personalized Coaching solution include: Plan Creation and Goal Tracking: Create individual, specific coaching plans and goals for agents. Align Organizational Goals with Coaching Goals: Select an organizational goal for their team based on the three most important behaviors that must be addressed. Variable Coaching Period: Supervisors can pause and adjust plans once started and designate a time of their choosing for the coaching period to resume. Bulk Update of Plans: Make bulk updates to goals, instead of one at a time, streamlining the back and forth. Designate Coaching Roles: Supervisors, QA leaders, or other mentors can participate and contribute to coaching. For more information on Cogito’s latest product enhancements, click here . About Cogito Cogito innovates with emotion and conversation AI to deliver real-time coaching and guidance to contact centers 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. Learn more at cogitocorp.com .