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THE COGITO GUIDE to Emotional Intelligence

WHAT IS EMOTIONAL INTELLIGENCE?

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Emotional intelligence is generally said to include three skills:

Emotional awareness

The ability to harness emotions and apply them to tasks like thinking and problem solving

The ability to manage emotions, which includes regulating your own emotions

andinfluencingtheemotionsofothers

The Origins of Emotional Intelligence

2

1872

1990

5000-2000 years ago

1983

1995

CharlesDarwinobservesthatfacialexpressions areoneoftheindicatorsofhumans’emotional

statesandbroadenstheconceptofhumanevolution

toincludetheabilityofemotionstoadapt.(CharlesDarwin,‘TheExpressionOfTheEmotionsInManAndAnimals’)

PeterSaloveyandJohnD.Mayerpublishapaper

on“EmotionalIntelligence”identifyingthelink

betweenemotions.

In eastern and ancient philosophy, roots ofemotionalintelligencegobackto Bhagavad-GitaandPlato.

HowardGardnerintroducestheconceptof

“multiple intelligences,” which says that cognition

stemsfrommorethantraditionalverbalreasoning.

Daniel Goleman publishes book, “Emotional

Intelligence: Why it Can Matter More than IQ,”

focusedonemotionalintelligenceinbusiness.

1

2

3

Mayer and Salovey devised a hierarchical model of emotional intelligence featuring 4 key steps:

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Self-regulate emotions to achieve specific goals

Understand emotional cues and signals conveyed by others

Leverage emotions to think more efficiently and productively

Assess emotions in others accurately

1

2

3

4

Emotionalintelligenceisuniqueinthatitdemandstheindividualtobeself-aware

whilealsoattendingtoandrelatingtotheemotionsofothers.

At its highest level, if your organizational leaders are more emotionally intelligent, they’ll be more effective managers and make your organization more efficient and successful.Additionally,ifyoucanteach yourfrontlineemployeeswhoengagewithcustomers on a regular basis to be more emotionally

intelligentintheirinteractions,yourcustomersatisfactionlevelswillimprove,you’llincreasewalletshare

andultimatelygainandretainmorecustomers.

EMOTIONAL INTELLIGENCE

TO DRIVE SUCCESS IN BUSINESS

The term “emotional intelligence” was coined by psychologists Mayer & Salovey in the early 1990s and then

furtherpopularizedbyDanielGolemanwiththepublicationofhis1995book“EmotionalIntelligence:Why

itCanMatterMorethanIQ.”Understandingitsimplicationsasapredictorforsuccess,businessleaders

quicklytooktotheconceptandhavesubsequentlyspentthelasttwodecadesfiguringouthowtobest

leverageemotionalintelligencefororganizationalsuccessaswellaspersonalcareergrowth.

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1|EmotionalIntelligence:NewAbilityorEclecticTraits,JohnD.Mayer,PeterSalovey,DavidR.Caruso,September2008AmericanPsychologist

2|DanielGoleman’sfivecomponentsofEmotionalIntelligence

Words & Logic

Visual/Spacial

Intelligence

In1995,DanielGolemanpopularizedthetheoryof

emotionalintelligencebyexpandingtheconcept

toincludethebusinesscontext.Thisexpandedmodel

goesbeyondself-awarenesstothespecifictraits

and behaviors necessary to achieve growth in a

workplaceenvironment.

Emotional Intelligence Domains and Competencies2

1

Self-Awareness Self-Management Social Awareness Relationship Management

Emotional Self-Awareness

Emotional Self-Control

Adaptability

Achievement Orientation

Positive Outlook

Empathy

Organizational Awareness

Influence

Coach and Mentor

Conflict Management

Teamwork

Inspirational Leadership

EMOTIONAL INTELLIGENCE IS A KEY

COMPONENT TO BALANCED INTELLIGENCE

believeagents’empathywith customers contributes to overallbusinesssuccess.3

believe technology can be used to enhance human skills in

thecallcenter.3

believe improvements in agent communication lead to increasedissuesresolution.3

believe creating emotional or personalizedconnectionswith

customershelpstoincreaseloyalty.3

believethecallcenter’s performancehasadirect

impactonbrandreputation.3

say investment in call center operationsisahighpriority.3

97% 93%93%

WHY EMOTIONAL INTELLIGENCE

MATTERS IN CUSTOMER SERVICE

Individualswhocanself-regulate,adaptandreadtheemotionalcuesofothersdemonstratethecombinationof

emotionalintelligenceskills.Frontlineagentsandtheirsupervisorswhocanharnesstheseskillsaremore

engaged with their day-to-dayworkandaremorelikelytoachieveorganizationalKPIs.Intheseprofes-

sions,thedailyrigorsofproductivityandefficiencyaretieddirectlytothequalityofconversation.

Customerserviceexecutivesrecognizetherolethatstrongpersonaldynamicsandmoreemotionallyintelligent

agentsplayinboostingbrandloyaltyandpositiveimpressionsofanorganization.

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3|Source:Frost&Sullivansurvey2018sponsoredbyCogito

90% 66%86%

ofconsumerssayempathy fromtheagentimpactstheir spendingwiththecompany.3

ofconsumerswanttochangeserviceprovidersafterafrustratingcall.3

ofconsumerssayinteractions with an agent impact their perceptionofacompany.3

ofagentsreportestablishingrapportwithcustomersasdifficult.3

ofconsumersarefrustratedwith anagent’scommunicationstyle

atleastsomeofthetime.3

ofagentsbelieveestablishingbetterrapport on customer service calls willimprovetheirjobsatisfaction.3

95% 65%94%

THEIMPACTOFEMOTIONALINTELLIGENCE

IN THE CONTACT CENTER

Innumerousstudies,customersandagentshavebothidentifiedthatrapportisoftendifficulttoestablish,

yetisthemostcriticalelementtoensurethesuccessofaconversation.What’smore,agentswhoestablish

rapportwithcustomersaremoreengagedinthecompany.

Additionally,theabilitytorecognizebothverbalandnonverbalemotionalcuesisinherentinsuccessful

conversations.Inthecontactcenter,theabilitytorecognize,interpretandrespondtononverbalcues

canleadtoapositiveexperienceforboththecustomerandtheagent.

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7in10agentswanttobenotifiedwhenacustomerisgettingtenseorfrustratedduringcalls.4

3|Source:Frost&Sullivansurvey2018sponsoredbyCogito 4|FastCompany:WhyEmotionallyIntelligentPeopleAreMoreSuccessful

85% 70%60%

Agents with high emotional intelligence aremorereceptivetofeedbackand

more likely to achieve greater success intheirprofessionalcareer.4

Organizationsthatemphasizeemotionalintelligence within management and per-formancemetricsdrivegreatercustomerloyaltyandloweremployeeattrition.4

Supervisorswhocoacheffectively via 1:1s are more productive

andmoreimpactful.4

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EMOTIONAL INTELLIGENCE

IN THE 21ST CENTURY

2011

2013

2008

2013

2015 - Today

Thepowerofartificialintelligence(AI)enters popular culture when the IBM Watson

computer beats two human competitors on Jeopardy.Theabilitytoadaptinreal-time

characterizestheevolutionofAI.

CogitodevelopsanAIplatformand behavioral models to interpret human

communication through voice conversations anddetectpsychologicalstatesautomatically.

MIT’sAlex“Sandy”Pentlandpublishes“HonestSignals”andexplainshowanonconsciousformofsignalingthatisconveyedviavoicecan influenceoursocialnetworksandpredict successinlife.

Innovationsincloudcomputingrealizeaccess toBigDatabygrowingenterpriseorganizations.

Cogito’sAIsolutiondeliversin-callbehavioral guidancetoagentsandareal-timemeasureof customerperceptionforeveryphoneconversation.

Delivering Real-time Emotional Intelligence in Phone ConversationsCogitoishelpingthousandsofagentsbuildbetterrelationshipswithmillionsofcustomers.Cogito

enhancestheemotionalintelligenceofphoneprofessionalsbyapplyingbehavioralsciencethrough

artificialintelligenceandmachinelearning.

Here’s how it works:

ThroughtheuseofCogito,customerserviceorganizationsexperiencehigheremotionalintelligence resultinginmoreengagedandproductiveagentsandhappier,moreloyalcustomers.

To find out how Cogito can help your business, visit: www.cogitocorp.com.

HOW COGITO CAN HELP

@CogitoCorp Cogito Corporation Cogito Corporation www.cogitocorp.com marketing@cogitocorp.com

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SenseCogitocapturesvoiceandconversationaldynamicswithinphoneconversations.Thesoftwareinstantlyprocesses

theinformationthroughsophisticatedanalyticalmodelsanalyzingnonverbalbehaviorssuchaslistening,tone,

tension,consistencyandmimicry.

ImpactAgents receive streaming in-call guidance on how they can adjust their speaking style to better perceive and respond

tocustomers’emotionalcues.

ImproveAcustomerexperiencescoreisautomaticallygeneratedforeachcallallowingforobjectiveandcomprehensive

insightsintothecustomer’sperceptionofthecall.Historicaltrendsofcustomerandagentbehaviorareprovided

foreachcall.Basedonthemeasuredbehaviorsandcorrelationtokeybusinessoutcomes,Cogitocanpredictkey

businesstrendssuchasacustomer’sfutureloyalty.

Cogito Corporation