We will change your perspective on your business issues, by providing the data, analytics and evidence enabling you to make strategic people based decisions and deployments, to evidence regulatory compliance, reduce the cost of audit and litigation and to accurately target training investments and interventions.

 

The Challenge Organisations striving to deliver excellence in Customer Service across a Multi-Channel environment rely on employees providing customers with accurate information and handling every query or processing every request in a professional, timely and efficient manner. However, despite a significant and continual investment in Training, Knowledge Management and e-Learning, Customer Service staff often still

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Underground Utilities- Could your licence to operate be at risk? The Challenge: Every year across the UK, striking underground utility services can injure, seriously harm and in very few instances kill members of your workforce, and by law organisations and individuals must take the correct precautions. Yet, despite a variety of utility avoidance tools, bi-annual

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What can you do when despite all the training you can throw at it, all the knowledge management you can muster and all the away-days, intranet sites and e-Learning investments you’ve made, your customer service staff still makes errors in the way they deal with customer queries or complaints? Operating with sophisticated products, services and

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Part three of three. Why is it important to avoid a one sized-fits-all approach to training? If you can identify who needs what training, where, when and why, then you can appropriately assign your people to courses, and this has massive cost benefits. For example, you could put 10 people through a very brief assessment

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Part two of three. What does an inadequate service cost an organisation? Reputational damage. At the very minimum your customers are going to talk about their experience to others, but on the other end of the scale they may walk – either way it generates a lower customer satisfaction score. It also increases the likelihood

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Part one of three. Customer satisfaction is essential in building a successful business with customer experience certainly becoming the differentiating factor for many Call Centre Operations. Over the next 3 blogs posts our Principal Consultant at Cognisco, Amanda Green will reveal how you can improve your service in a few easy steps following her in depth interview with

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