Whitepapers and Case Studies
Welcome to MetricNet's Library of Whitepapers on Help Desk and Call Center Best Practices.
Case Studies
For the benchmarking practitioner, the case studies offer insights into the proper methodology for effective benchmarking. And for MetricNet's prospective clients, the case studies provide assurance that MetricNet benchmarks yield tangible, measurable business benefits for your organization.
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Preview Benchmarking Case Study #44
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Service Desk Whitepapers
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How Does YOUR Service Desk Stack Up?
Part 1: Benchmarking Defined
How World-Class Service Desks Use Benchmarking to Continuously Improve Their Performance
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Part 2: Service Desk KPI's
The Seven Most Important Performance Indicators for Service Desks
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Part 3: Benchmarking Peer Group Selection
How to Ensure a Fair, Apples-to-Apples Comparison Your Service Desk Benchmarking Data
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MetricNet's First Level Resolution
The Key to Minimizing Service Desk TCO
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Call Center Whitepapers
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How Does YOUR Call Center Stack Up?
Part 1: Benchmarking Defined
How World-Class Call Centers Use Benchmarking to Continuously Improve Their Performance
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Part 2: Call Center KPI's
The Five Most Important Performance Indicators for Customer Service Call Centers
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Part 3: Benchmarking Peer Group Selection
How to Ensure a Fair, Apples-to-Apples Comparison of Your Call Center Benchmarking Data
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Desktop Support Whitepapers
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How Does YOUR Desktop Support Stack Up?
Eight Essential KPI's for Managing Desktop Support
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The True Cost of Desktop Support: Understanding the Critical Cost Drivers
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