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Category Archives: Calculators

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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, Calculators, Call Center, Desktop Support, Member, Service Desk

Measuring and Managing the Customer Experience | A MetricNet Scorecard

Posted on May 13, 2020 at 3:27 pm by / 0
Defining Customer Experience To develop a valid methodology to measure CX, we must first understand what CX really is and why it’s important. Think of the customer experience as a marathon, not a sprint. Each touchpoint with your customer is a mile marker, and they all influence customer perception. Moreover, customer perception is everything! It’s also critical… Read More
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All Resources, Calculators, Member, Service Desk

First Contact Resolution Calculator

Posted on April 30, 2020 at 8:00 am by / 0
A high First Contact Resolution Rate (FCR) is almost always associated with high levels of customer satisfaction. FCR is a measure of how effectively your service desk conducts its business and is a function of many factors, including the complexity and types of transactions handled, the experience of your agents, the quality of agent training,… Read More

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