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"Cognitor has been extremely responsive as we worked together to tailor a precise solution for our
knowledge management needs. The new solution will enable us to easily access information to
increase (FCR) First Call Resolution and exceed our customer satisfaction goals real-time."
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Ken Sims, Senior Operations
Manager, Global Service Desk
-- En Pointe Global Services
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Demo:
Enhancing your Customer Experience
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Make your organization prepared to deliver consistent, accurate, and timely results for you customer's
problems and inquires
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Contact Center |
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Competition has driven your organization to rapidly launch new products and services quickly and often times
the burden of a servicing this proliferation of increasingly complex products and services falls on the contact
center as the fist point of contact from a disgruntled customer. Cognitor’s solutions will help your service
organization to support increased top line revenues and increased installed base across a wide geographic region,
while keeping your support costs low. Cognitor’s
Agile Service Management Suite can leverage your current investment in a contact management platform
by dramatically increasing agent productivity and efficiency. You can proactively monitor your Service Level
Agreements within your contact center and remote operations. Increase customer satisfaction to the highest levels
imaginable.
Contact Center Enhancements:
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Track your performance real time across a multitude of KPI indicators using a real time interactive
service level analytics dashboard
- Effectively manage your service content workflow so knowledge is captured at the time of service and re-used
in the most effective way
- Track critical accounts or issues real time with trending and alerting tool,
Pro*ACT
- Dramatically improve first call resolution rates, decrease call handling time, and
improve agent productivity
- Set up trending and alerting to deflect calls before they come in by proactively sending fixes
- Expedite problem resolution using embedded
Knowledge Management functionality
- Know which items are consuming the most resources in your call center and take corrective action
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Company Overview
