Joshua Feast
Joshua Feast is CEO and co-founder of Cogito Corp. His focus is on enabling Cogito's customers to achieve the next level of enterprise responsiveness and on expanding Cogito's contribution to the field of human behavior understanding. His track-record includes over a decade of delivery to human services, government and financial services organizations. Joshua holds an MBA from the MIT Sloan School of Management where he was the Platinum-Triangle Fulbright Scholar in Entrepreneurship, and a Bachelor of Technology from Massey University in New Zealand.
It is time to raise our expectations of what enterprise software should do for us. In today’s world, most software solutions only provide...
Call center workers take medical leave at three times the average rate. They have one of the highest employee churn rates, at 26% annually,...
The phrase “Emotional Intelligence” entered our common vernacular in 1996, with the publication of a book by the same name. Since then talk of...
This is the fifth and final post in a series about customer experiences in the call center The call center is still the most important...
This is the fourth in a series of posts on customer experiences in the call center Call center analytics have traditionally targeted operational efficiency and...
This is the third of a series of posts on customer experiences in the call center In the call center, as in life, there...
This is the second in a series of posts on customer experiences in the call center Call centers have a reputation as being difficult...
This is the first of a series of posts on customer experiences in the call center Investment in omni-channel customer service is a prominent...