Pros
Cox has incredible employees. Being able to assist our front line agents with their calls and taking over difficult calls provides great value for front line agents.
Cons
Cox started using Sentiment Analytics AI software that measures emotions in customer and agent voices as a metric on the scorecard. Since this software wasn't built for this purpose, it is misuse of the software and has led to discrimination by AI. The end result is that agents are being told they have to "improve" their sentiment scores to remain employed; however, the agents literally have no control over this and have been receiving disciplinary actions for no good reason. This has led to legitimate mental health issues among agents who have been victimized by this discrimination.