Effectively monitoring and managing service level agreements (SLAs) on an hourly and daily basis is a burden faced by the majority of customer service organizations. Without real-time visibility into your support center performance, your SLA management could be severely compromised, leaving you with plummeting customer satisfaction, lost renewals and possible financial penalties.
Click the thumbnail for a closer look at
IBM Cognos Now! for SLA monitoring:
Agent Performance DashboardTo effectively monitor SLAs, you need proactive, automated and real-time visibility into your SLA performance metrics and leading indicators, to ensure problems are addressed before they become contractual violations.
By consolidating and correlating essential metrics for support agent performance, service availability, parts quality, incident details and more, a customer support director or manager can view the necessary information to gain insights and rapidly take the appropriate corrective actions to increase and ensure the performance level of customer support.
Continuously monitor KPIs
IBM® Cognos® Now! offers a real-time monitoring solution that enables you to continuously monitor your customers' key SLA metrics, drive proactive corrective actions to deliver enhanced operational efficiencies and deliver increased customer satisfaction scores.
With IBM Cognos Now!, your support team is empowered to continuously improve customer service delivery in the following ways:
Discover and identify intra-hourly or daily patterns to uncover quality, customer and agent performance issues.
Create alerts and watch points to monitor key customer, call, incident, part and failure metrics, issues for dispatch, call escalation and support center resource allocation.
Generate alerts and escalations to take immediate corrective action for addressing call abandonments, sub-par call resolution, defect incidents and staffing issues.
Develop reports for hourly, daily, weekly trend analysis of agent, service center and dispatch performance metrics.
Popular IBM Cognos Now! downloads
-
IBM Cognos Now! SLA Monitoring for the Customer Service Organization online demo
See how continuous monitoring of operational metrics ensures real-time visibility into SLA requirements.
IBM Cognos Now! online demo
See how users build and edit their own dashboards quickly and easily.
IBM Cognos Now! fact sheet
IBM Cognos Now! is an operational business intelligence solution that is prepackaged on a hardware, software or VM appliance, for fast and easy deployment.
Ventana Spotlight: Operational BI Trends analyst report
Read the results of Ventana Research benchmarks showing that operational BI is seen increasingly as a key enabler of performance management.
IBM Cognos Now! Advertising Analytics
View cross platform advertising revenue optimization solution across three key processes - from revenue planning to implementation.
We're here to help
Cognos Now! Resources
- IBM Cognos Now! SLA Monitoring demo
See how to manage SLAs successfully to ensure account retention and customer satisfaction.
- Continuous Monitoring of Sales Data success story (64KB)
Find out how MDS Pharma Services, one of the world’s leading clinical research firms, gained new insights on sales performance.
- Using Real-Time Analytics to Optimize Customer Sales and Support analyst report (119KB)
Learn from IDC how real-time analytics can drive immediate efficiencies for your sales and customer support operations and business processes.
- Operational KPIs and Performance Management analyst research (556KB)
Read this Aberdeen Group report on the importance of identifying and acting upon key performance indicators (KPIs). Performance management solutions can help.