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Solving your service mysteries

Posted by Emily Mason on March 11, 2014

“It is a capital mistake to theorize before one has data”.

But, Sir Arthur Conan Doyle’s wise words don’t just apply to the world of Sherlock Holmes.

Just as Sherlock used his data to solve mysteries, it is beneficial for you too to collect as much information as you can to help solve your service problems.

We know that service managers just haven’t been able to get the detailed information required to make solid judgements and drive individual conversations. Without this knowledge, the ‘evidence’ gathered is sketchy at best. You can’t see the complete picture and so cannot come to an accurate conclusion about why. Knowing what happened, when, and where, is the key information needed to enable you to ask (and get the answer to) this important question.

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Sustainable peak performance – explained and explored

Posted by Dave Webb on March 4, 2014

Do you long to unveil a secret, to see behind the mask? Me too!

A couple of weeks ago, we published a guest posting as a prologue to a series about “sustainable peak performance”. If you cannot recall the heartfelt comments of the author – who we called Mr Anonymous* to protect his career - then you can find it here.

Let’s talk about sustainable peak performance and what that means in the context of intelligent mobile workforce management, to introduce you properly to this topic and what we are planning over this series of posts.

What is sustainable peak performance?

It is about joining two recognisable and important concepts together. Achieving your best possible customer service performance is one thing - and hard enough. Being able to attain that peak repeatedly and consistently is a whole new level of challenge, and one that few attain.

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Welcome to Wayne’s world

Posted by Emily Mason on February 24, 2014

Being visible at work motivates all of us to behave positively. You want to get noticed for going the extra mile and to be recognised for the fantastic worker you are. Of course we all like to go home early sometimes, but you understand that you’re paid for your time and work willingly until the end of the day/shift.

With customer expectations at an all-time high and a squeeze on budgets, there is a growing pressure on Service Managers to not only know where their Field Workers are, but also what they are doing… at all times. Plus, find the hidden potential for current and future revenue that arises from poor or inattentive service; and to harness hidden talent in the mobile workforce.

It’s 12.45pm on a Monday. Mr Taylor had been advised that an engineer will be with him this morning. He’s taken the time off work to be there. He is not a happy man and he’s letting your customer service department know about it! Your systems are telling you Wayne finished his previous job a while ago, but he doesn’t appear to have arrived at Mr Taylor’s yet.

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3 features every SmartWorker needs

Posted by Simon Fenner on February 19, 2014

Cognito’s SmartWorker mobile application is an integral part of our Fieldforce iQ intelligent mobile workforce management solution. SmartWorker is not just a mobile application, it is a powerful tool that enables your field workers to deliver excellent service where it matters – on-site with the customer.

Built upon our pioneering activity-based workflow, SmartWorker provides your mobile workforce with the information needed to do the right thing at the right place at the right time. It is also a powerful data-collection tool. SmartWorker provides you with real-time data on what is really happening with your mobile workforce, by harnessing the power of today’s modern mobile devices. This enables you to make important decisions that ensure your organisation delivers continuously improving performance.

As part of our growing range of resources, within the Learning Centre on our website, we have started to release a series of Product Tour videos. These short videos will explain and demonstrate some of the key features of our Fieldforce iQ mobile workforce management solution. The first three Product Tour videos in this series look at the following features of our SmartWorker cross-platform mobile application.

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Q: What works even after it’s fired? A: a neuron!

Posted by Steve Alderson on February 11, 2014

Do you ever think about your central and peripheral nervous systems? That is, the combination of neurons, axons, fibres and synapses that coordinate “the voluntary and involuntary actions … and transmit signals between different parts of its body”.

That part of our bodies which receives environmental and situational stimuli, analyses the messages and responds. Directing actions in space and over time. Without it, we could not function. And, if it is not working well, then we cannot work well either.

Stop and consider that for a moment. Does the combination of dispersed and moving resources, connected together and acting in response to messages sent via communication channels remind you of anything? Your own service organisation? No, not immediately?

Well, it should – there are many parallels; in terms of structures and of functions. Both sense and respond, analysing data and making sets of interlocking decisions using various levels of autonomous and coordinated “next best actions” to deliver. Both monitor outcomes and modify behaviours in order to succeed. Both are vital to survival.

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