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.
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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.
