All Resources, Call Center, eBooks, Member, Whitepapers
Introduction to Insourced Contact Center Metrics | 41 Definitions, Formulas & Key Correlations
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
All Resources, Call Center, Desktop Support, Member, Service Desk
The Metrics Hierarchy in IT Service and Support
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
All Resources, Call Center, Desktop Support, Member, Service Desk
Sample Job Satisfaction Surveys
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
All Resources, Call Center, Member
Employee Engagement in the Contact Center | Job Satisfaction as a Proxy for Employee Engagement
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
All Resources, Call Center, Desktop Support, Service Desk
Frequently Asked Questions
Q: What services does MetricNet offer? A: MetricNet offers a range of benchmarks for Information Technology and Contact Center professionals. These benchmarks compare your performance in key areas such as cost, productivity, and quality of service, to industry averages and best practices. MetricNet’s benchmarks enable you to: Benchmark your performance vs. other companies inside and outside… Read More