The Cockpit 2018 with more than 200 participants has been released.

As planned the Cockpit 2018 has been released with more participants, specific loyalty benchmark figures 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.

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Customer Service wird immer strategischer!

Die Ergebnisse des Service Excellence Cockpits 2016 und 2017 zeigen es deutlich auf. Nachdem der mediale Kundenservice zwischen 2008 und 2011 nahezu vollkommen aus dem Fokus des Topmanagements verschwunden war, wird er bis 2020 in zwei Drittel der befragten Unternehmen strategisch als «sehr wichtig» eingeschätzt werden.

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The digital Service Center

Digitalisation is currently on everyone’s lips and does not stop at the service centers. In this context, the ‘Doomsday scenarios’ are also prophesied in the media. Headings such as ‘The call center agent has had his day’ or ‘Call center: Do we just have to talk with robots?’ are not a rarity.

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New benchmarking figures: Customer Loyalty

For the first time, service excellence cockpit captured information about loyalty programmes – as an extension to the chlient experience KPIs (participating is optional for service center managers).

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Norm ISO 18295 - EN 15838

Mit der Norm EN 15838 gab es eine einheitliche Norm für Europäische Service Center, welche die Basis des Qualitätsmanagement für Service Center in den Bereichen Kunden- und Mitarbeiterzufriedenheit, Effizienz, Qualität, Prozesse und Technologie darstellt.

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The Service Excellence Market Report 2017 is available!

Order Europe’s most comprehensive Service Center Benchmarking Report and use it 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. It also includes an excursus about “The digital Service Center”.

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The use of Net Promotor Scores is spreading in Service Centers

Customer service is becoming more strategic …
The strikingly development towards a more strategic awareness of the customer service is confirmed by a widespread use of Net Promoter Scores as a strategic indicator for customer satisfaction. Already 40 percent of those questioned use the NPS and further 13 percent are planning to introduce it.

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