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Service Matters: The Cognito Blog

Welcome to Cognito's Service Matters Blog. Here you will find our thoughts and perspectives on a variety of topics around service excellence and Mobile Workforce Management. Our most recent posts are listed below or go to straight to the bottom of the page to view all relevant articles.

Recent Articles

Facilities Management Journal roundtable in association with Cognito

The Facilities Management Journal (FMJ) and Cognito are delighted to announce an exclusive roundtable lunch meeting to discuss the topic of service excellence and to examine the methods for achieving best-in-class service. The session, chaire...

Why a double-dip recession needn’t mean a compromise on service levels

At the beginning of the year we predicted that the UK would be pulled back into recession, albeit not as deep. Unfortunately, following the recent announcement from The Office for National Statistics, that prediction has become a reality and the U...

Performance Management

How to empower employees & raise service levels with performance management

At Service Management Expo 2011, Sumair Dutta, Senior Research Analyst at Aberdeen Group made perhaps the most important point for service directors today – for organisations the road to service excellence is not just about technology, although th...

A look back at the themes affecting the service industry in 2011

This year we were proud to unveil our solution to driving performance management across service-based organisations, FieldForce IQ. Performance management continued to be a theme for the year which, in conjunction with Service Management, culminat...

Performance Management: A Background & 10 Recommendations

Recently, the service management industry has been increasingly discussing the concept of Performance Management. However, in our experience one thing that still isn’t clear is what it actually means, particularly within service driven environment...

Service 2020: How real-time performance management will drive the organisation of the future

At SME 2011 Dave Webb, Head of Field Service Consultancy at Cognito gave a presentation in the Solutions Theatre on 'Service 2020: How real-time performance management will drive the organisation of the future’. Dave examined the differences ...

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