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All posts by Angela Irizarry

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News and Press

MetricNet, SDI Announce Strategic Partnership to Enhance and Empower the Global Service Desk Industry

Posted on August 25, 2020 at 12:01 am by / 0
MetricNet, LLC and The Service Desk Institute (SDI) today announced a strategic partnership that will increase the availability and accessibility of industry benchmarking data and tools that service desk professionals can use to measure, manage, and continuously improve their performance. Through this partnership, SDI’s Global Best Practices Standard will be included in all of MetricNet’s… Read More
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All Resources, Call Center, eBooks, Member, Whitepapers

Introduction to Insourced Contact Center Metrics | 41 Definitions, Formulas & Key Correlations

Posted on August 21, 2020 at 1:51 pm by / 1 Comment
This free 44-page eBook is an introduction to Insourced Contact Center KPIs including definitions, information on the importance of each metric & key correlations for 41 Insourced Contact Center metrics. A brief overview of each metric is listed below. To download the complete ebook with expanded definitions, formulas and correlations, you must become a member.… Read More
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All Resources, eBooks, Member, Service Desk, Whitepapers

Introduction to Insourced IT Service Desk Metrics | 44 Definitions, Formulas & Key Correlations

Posted on August 21, 2020 at 12:01 am by / 3 Comments
This 47-page introductory guide to Insourced IT Service Desk KPIs includes definitions, information on the importance of each metric & key correlations for 44 Insourced IT Service Desk KPIs. A brief overview of each metric is listed below. To download the complete ebook with expanded definitions, formulas and correlations, you must become a member. Membership… Read More
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All Resources, Call Center, Desktop Support, Member, Service Desk

The Metrics Hierarchy in IT Service and Support

Posted on August 12, 2020 at 12:04 pm by / 0
Leveraging KPIs for Continuous Service Improvement Today’s service and support technologies make it easy to capture copious amounts of performance data.  Most IT support managers can tell you everything from last month’s ticket volume to yesterday’s average handle time.  But despite all the data that IT service managers have at their fingertips, most cannot answer… Read More
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News and Press

MetricNet Survey Shows Travel and Hospitality Industry Delivers the Best Customer Experience (CX)

Posted on August 5, 2020 at 12:01 am by / 0
INCLINE VILLAGE, Nev., August 5, 2020 (Newswire.com) – MetricNet has published the results of its 2020 State of CX Survey. The complete 100+ page report is now available for immediate download via MetricNet’s website. This report contains insights from 1,073 US Consumers and more than 200 verbatim quotes from respondents that detail the reasoning behind their selection of the best… Read More
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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