News

The Cockpit 2016 with more than 150 participants has been released.


As planned the Cockpit 2016 has been released in july 2016 with more participants and loads of new functionality.

Call Center benchmarking, Contact Center benchmarking or Service Center benchmarking! No matter how you call it, you get it all with the updated Service Excellence Cockpit.


Already more than 150 participants benefit from the cockpit:

  • 10 different industries
  • 6 european countries
  • 4 languages


With this release you become more features to make the benchmarking even more attractive, even on your ipad ...

Next to the different peer group benchmarkings,  you can compare yourself with other countries, industries, service center types etc.

This is where the Service Excellence Community met in the first quarter of 2016!

 

In the first quarter of 2016 the Service Excellence Cockpit participants and prospectives all around the DACH region did a lot of networking...

 

23. - 25. February 2016 in Berlin at the CCW2016

23.02.16  17:00 - 18:00 Uhr at the Swiss Connect (Piano Bar Estrel)

24.02.16  13:00-14:00 consultation at the DDV booth

25.02.16 11:00-12:00 consultation at the BSI booth


8. März 2016 in Frankfurt – DDV (Service ist das neue Marketing) in German

Die Einführung in die Konzeption, die zugrunde liegenden Forschungsergebnisse und den praktischen Einsatz in einem praxisorienten Workshop.


9. März 2016 in Wien - callcenterforum.at (callcentercircle) in German

Netzwerkveranstaltung der Call Center und Customer Care Branche in Österreich mit Service Excellence Cockpit in der Praxis.


9. März 2016 in Berlin – O’Donovan (Service ist das neue Marketing) in German

Die Einführung in die Konzeption, die zugrunde liegenden Forschungsergebnisse und den praktischen Einsatz in einem praxisorienten Workshop.


15. März 2016 in Zürich - Crystal Benchmark (Erfahrungsaustausch Chat) in German

Das Service Excellence Cockpit bestätigt «Chat» ist das Thema des Jahres. Planten im 2014 noch knapp 30 Prozent aller untersuchten Unternehmen die Einführung des Mediums Chat, so waren es in 2015 bereits 70 Prozent.

The Service Excellence Market Report 2015 is available!


You can order the Service Excellence Report 2015 (in German) and learn about the latest trends in the industry, such as which channels the companies plan to implement.


Order the report 2015 here, Euro 1'200.-: info@service-excellence-cockpit.ch

 

Hier you find a sample of the report 2015.

 

Round table "First Contact Resolution in Service Center"

 

On September 17, the first Service Excellence Cockpit round table took place on the subject "First contact resolution" 12 participants from different industries have exchanged in this hands-on workshop open, exciting and constructive discussions on FCR.


The opportunities and challenges for a viable and measurable definition and recommendations for improvements in FCR have been discussed based on their own experiences.

As a result, the participants have taken with them numerous valuable inputs for use of FCR in their companies.

 

Short description of the round table