Solutions

Testimonials

  • Service excellence is key to our business and to our industry. We selected Logi-Serve to help us achieve the best guest services possible.

    Sterling Brown, VP of HRSt. Giles Hotels

  • Logi-Serve brings scientific rigor, innovation and flexibility to ensure we identify outstanding employees who live up to our purpose and values.

    Loren Kennedy, VP of HRWorld Travel Holdings

  • Logi-Serve has taken assessment science to a new level of insight.

    JoAnne Kruse, Chief HR OfficerAmerican Express GBT

  • Nothing is more important to us than delivering outstanding customer experiences, so our clients can stay fit, healthy and have fun.

    Kris Johnson, VP FitnessIn-Shape Health Clubs

  • Logi-Serve brings scientific rigor, innovation and flexibility ... to delight our customers at every encounter.

    Jonathan Canger, VP Global TalentMarriott Vacations Worldwide

  • Logi-Serve offers a scientific, state-of-the-art customer service predictor that we believe will be an important part of our talent acquisition strategy.

    VP Global Talent DevelopmentAmerican Express GBT

  • We selected Logi-Serve because it can enable us to efficiently achieve our service goals and delight our residents.

    Aviva Senior Life

  • Service excellence is key to the future of the dealership business model, and Logi-Serve brings a laser-like focus to this area.

    Pieter Van Rosmalen, Global VPMSXI

  • HR and business leaders should evaluate Logi-Serve.

    Ron Hanscome, Research VPGartner

  • The Logi-Serve Assessment provides an objective way to tease out the secret chemistry that exists in high-performing employees.

    Carl Bennett, PrincipalDeloitte Consulting

  • Logi-Serve is providing very good reporting as well as a solution set that is helping improve business performance over time.

    Rob van Rijswijk, Director Business DevelopmentMSXI

Call Centers

64%

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

Discover what Logi-Serve™ can do for your organization. Request a Live Demo Find out why more companies are turning to Logi-Serve™ for their people assessment needs.