Events
Webinar - Mobilise, Optimise, Synchronise: The Drivers of Service Excellence
A recent YouGov survey has revealed that that 67% of homeowners think UK customer service has stayed the same or worsened in last three years. Adding to this, almost half (49%) of those surveyed cited unfriendly and impolite staff as the most common reason for poor customer service*. This highlights the fact that not only does a service organisation’s brand reputation and market share rely on the technology it deploys, but also the people it hires. In response to these findings, Cognito will be hosting a live Webinar on the 28th February with speakers including a strategy expert, previous Service Director and Sumair Dutta, our guest speaker from Aberdeen Group.
During this Webinar we will address the three drivers which we have identified and consider as being critical to achieving service excellence: mobilisation, optimisation and synchronisation. Firstly, an organisation needs to consider how they automate their workforce through mobility to meet the ever-increasing expectations of customer service. Next, the approach to scheduling should be considered carefully in order to deploy the correct resource, in the right place at the right time. And lastly, combining this with service performance management tools should be examined as an approach to ensuring service operations remain in balance, where employees are aligned with the organisation’s overall business objectives.
Register now and we will guide you through the journey to service excellence. By attending you will also receive complimentary access to the Aberdeen Group report 'Field Service 2012: The Right Technician', worth $399.
Click here to register.
Service Management Expo 2011
Cognito attended Service Management Expo in September - Europe's only dedicated annual event for the field service market. With it saw the launch of FieldForce IQ, the first field service management solution to combine Performance Management tools with advanced scheduling and intelligent workflow in one integrated platform. Below is a quick overview of the event.
