Service Excellence Cockpit covers the customer managemnet processes along the customer journey: customer service, customer loyalty, campaigns and customer experience.
The cockpit covers below six topics
KPIs for location, languages, type of service, office hours and aims
KPIs for certificates, process and quality management
KPIs for Service Leve, First Contact Resolution, use of Self Service, cost and outsorcing
KPIs on the number and structure of employees, employment contract, salary, recruitment, education, development, fluctuation, employee assessment and employee satisfaction
KPIs for used channels for each process, with volumes. Toolsupport for staff scheduling and load balancing, IVR language recognition etc
KPIs for customer satisfaction and complaint management