Customer Service (CSAT)

Improve business efficiencies and enhance your customer experience.

Cognito solution

Cognito is a simple and effective way of developing organisational specific knowledge retention to the customer service team with little impact on their day. Cognito can reinforce the information your agents need to know to do their jobs successfully and efficiently. It can also be aligned to Contact Centre Score Cards to support improved KPIs such as Complaint Reduction, First Call resolution, QA scores and Escalations.

Knowledgeable agents become more confident and credible leading to both improved ESAT and CSAT, which in turn can have a positive impact on your NPS scores and other external review metrics.

Business output

Easy to create (refresh) relevant job-role specific topics and questions

MI supports 1-2-1 discussions and coaching

Non-intrusive, engaging and flexible for the learner

Evidence based decision making and gap analysis

Improves employee satisfaction making learners more confident and credible

Improved Customer Satisfaction, NPS, and Trust Pilot review scores

‘Our operatives are a vital part of client engagement and offering daily bite-sized learning is an agile way of supporting their on-going learning needs’

Customer Experience manager, Cognito customer

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