News 2016

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.

The Service Excellence Market Report 2016 is available!


You use the Service Excellence Report 2016 to get an overview of the customer service market and learn about the latest trends in the industry, such as the deployment status of online communication channels.


To get your copy of the report 2016 contact us at: info@service-excellence-cockpit.ch

 

Hier you find a sample of the report 2016.

 

Round table "First Contact Resolution in Service Center"

 

The last Service Excellence Cockpit round table in 2015 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