There’s no doubt that self-service has grown as a means for delivering CX in recent years. This does not mean, however, that communication with representatives via phone is going anywhere anytime soon. This is evident in the data collected by Cogito for its latest report, the inaugural “Emotional Experience Index.” In it, the real-time emotional intelligence solutions provider examines the trends surrounding customer experience, call centers, and the relationship between the two in creating satisfied and, consequently....

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