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All posts by Angela Irizarry

All Resources, Call Center, Desktop Support, Member, Service Desk

Sample Job Satisfaction Surveys

Posted on June 23, 2020 at 3:18 am by / 0
Job satisfaction is the percentage of agents in the contact center, analysts in the service desk. or technicians in desktop support that are either satisfied or very satisfied with their job. It is typically measured annually or semi-annually using a job satisfaction survey. Unfortunately, fewer than 30% of all support organizations track job satisfaction. When… Read More
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All Resources, Calculators, Member, Service Desk

Ticket Quality Scoring Template

Posted on June 18, 2020 at 4:49 pm by / 0
Although there is no consistent methodology for measuring Ticket Quality in the Service Desk industry, most Service Desks have developed their own scoring system for grading the quality of a ticket. Most will measure ticket quality on a scale of zero to 100%, and evaluate such things as analyst courtesy, professionalism, empathy, timeliness of resolution,… Read More
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All Resources, Call Center, Member

Employee Engagement in the Contact Center | Job Satisfaction as a Proxy for Employee Engagement

Posted on June 16, 2020 at 5:17 pm by / 0
There is no universal definition of employee engagement, yet everyone seems to know what it means.  How can this be?  Although the term has not been rigorously defined, there seems to be universal agreement that employee engagement and employee job satisfaction are highly correlated.  In fact, many who write on the topic of employee engagement… Read More
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