How Computers Could Make Your Customer-Service Calls More Human

New software aims to improve call-center agents’ performance in real-time, measuring and honing skills like phone etiquette, empathy and patience

Can a computer program make humans more human?

That’s the goal of new software aimed at making call-center agents better at their jobs by assessing performance on phone etiquette and social skills like empathy and patience.

“It’s a way to augment our abilities,” says Skyler Place, chief behavioral science officer at Boston-based Cogito Corp.,...

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