Service excellence is key to our business and to our industry. We selected Logi-Serve to help us achieve the best guest services possible.
Logi-Serve fills an assessment gap by focusing on external and internal service excellence. It is a very thoughtful and well-developed tool, clearly best in class.
Logi-Serve is supported by a team of industry experts and support staff. Logi-Serve is our key tool to select and develop our employees.
Logi-Serve's visual assessment system focuses on core areas of sales and service. The unique branding system aligns well with our brand focused culture.
Logi-Serve is a deep and scientifically valid tool. We find the tool user friendly, creative and results driven. We highly recommend it.
In our business service and sales carry our dealerships. Logi-Serve is the most efficient system we have seen that identifies key service competencies.
Logi-Serve delivers improvements in patient satisfaction ratings and builds greater consistency of service within our large diverse practice.
Our fitness center has always been known as a top service organization. Logi-Serve makes sustaining high service levels so much easier and more enjoyable.
Customers who have walked out of a store because of poor customer service in the past 12 months.
Inc. Magazine (11/2011)
The most successful contact centers build continuous improvement into their culture, and systematically measure the quality of customer experience.
For example, first-call resolution is a key performance indicator that correlates with lower operating costs, reduced risk of customer defection, higher employee satisfaction, lower turnover, and increased feelings of employee empowerment.
Other key performance factors associated with best-in-class call centers include:
- Fast response time, the clearest indicator of what customers experience when they attempt to reach a contact center
- Strong consistency in service levels and contact quality
- Commitment to evaluating customer satisfaction and empowering employees to make decisions, which help lower costs and resolve issues
In essence, call centers are forced into a balancing act. Basing service strategy purely on efficiency metrics inevitably damages contact quality and leads to customer dissatisfaction. But quality metrics that don’t include quantitative and efficiency measurements will also adversely affect the customer experience, and your call center’s bottom-line.
Logi-Serve’s software enables call centers to test and assess the competencies that drive key service tasks. See how Logi-Serve’s dashboard analytics engine quantifies financial impacts in real time, and how we can measure and improve your key performance metrics, such as:
- First call resolution
- Service consistency
- Issue resolution