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Category Archives: Call Center

Call Center, Customer Satisfaction, Service Desk

The True Meaning of Omnichannel in Service and Support

Posted on August 12, 2019 at 5:41 pm by / 0
Agents operating in an omnichannel environment provide contextual support which improves a variety of KPIs. One of the most prevalent (and confusing) buzzwords when it comes to service and support optimization is omnichannel. Unfortunately, many organizations that believe they have adopted an omnichannel strategy are really just offering their customers channel choice (AKA multichannel). Multichannel… Read More
Call Center, Customer Satisfaction

Effectively Measuring the Customer Experience: The CX Scorecard

Posted on July 25, 2019 at 7:01 pm by / 1 Comment
If you’re like most support professionals, you’ve probably wondered about the best way to measure and manage the end to end Customer Experience. Is there one single metric that tells the whole story? Is that metric Net Promoter Score (NPS)? The short answer is no. Now, for the long answer…. Let me begin by taking… Read More
Call Center, Desktop Support, Service Desk

Sample Job Satisfaction Surveys

Posted on April 30, 2019 at 3:18 am by / 0
MetricNet’s Sample Job Satisfaction Surveys are available for Service Desk, Desktop Support and Contact Center professionals worldwide. We consider Agent Job Satisfaction an important bellwether metric that impacts many other metrics in service and support. It is positively correlated with customer satisfaction and negatively correlated with agent absenteeism and turnover, meaning that absenteeism and turnover… Read More
Call Center, Whitepapers

The ROI of Benchmarking | The Business Case for Benchmarking Contact Centers

Posted on August 13, 2018 at 8:53 pm by / 0
Download This Whitepaper Forward To A Friend The ROI of Benchmarking | The Business Case for Benchmarking Contact Centers Return on Investment (ROI) is one of the most common and important measures of financial performance in the business world.  It is the ultimate measure of success for any business.  Most companies, business units, and departments… Read More
Call Center, Member, Whitepapers

Top 5 Customer Service Call Center Key Performance Indicators

Posted on November 6, 2017 at 1:49 pm by / 0
. How Does YOUR Call Center Stack Up? Call Center KPIs The Five Most Important Performance Indicators for Customer Service Call Centers Introduction Today’s call center technologies and reporting packages make it easy to capture copious amounts of performance data.  Most call center managers can tell you everything from last month’s average speed of answer… Read More
Call Center, Customer Satisfaction, News & Press, News and Press

From Good to Great – A Recap of ICMI’s Contact Center Demo 2017

Posted on October 3, 2017 at 5:03 pm by / 0
“It is during our darkest moments that we must focus to see the light.” – Aristotle Our deepest condolences for all those affected by the senseless tragedy in Las Vegas. Have you ever found something so intriguing that it consumes you? That’s exactly how I felt after the ICMI Contact Center Demo last week. More… Read More
Call Center, eBooks, Member, Whitepapers

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

Posted on August 2, 2017 at 2:41 pm by / 0
This free eBook is an introduction to Sales Contact Center Metrics including definitions, information on the importance of each metric & key correlations. A brief overview of each metric is listed below. To continue reading, you must become a member. Membership is free and sign-up only takes a moment. Click the sign-up button below, complete the… Read More
Call Center, eBooks, Member, Whitepapers

Introduction to Outsourced Call Center Metrics | Definitions, Formulas & Key Correlations

Posted on August 2, 2017 at 2:16 pm by / 0
This free eBook is an introduction to Outsourced Call Center Metrics including definitions, information on the importance of each metric & key correlations. A brief overview of each metric is listed below. To continue reading, you must become a member. Membership is free and sign-up only takes a moment. Click the sign-up button below, complete the… Read More
Call Center, eBooks, Member, Whitepapers

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

Posted on August 2, 2017 at 1:51 pm by / 1 Comment
This free eBook is an introduction to Insourced Call Center Metrics including definitions, information on the importance of each metric & key correlations. A brief overview of each metric is listed below. To continue reading, you must become a member. Membership is free and sign-up only takes a moment. Click the sign-up button below, complete the… Read More
Benchmarking Statistics, Call Center

10 Key Call Center Statistics | 2017 Benchmark

Posted on July 19, 2017 at 12:08 pm by / 0
The results of MetricNet’s 2017 United States In-House Customer Service Call Center Benchmark are in! The data includes 8 categories of metrics and 41 Key Performance Indicators. In this article, we will highlight 10 key statistics that all Customer Service Call Center professionals should be aware of. Call Center Inbound Channel Mix: The average Voice… Read More
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Optimizing headcount is a common challenge in most support groups. In fact, MetricNet has found that the vast majority of service and support organizations are either under-staffed or over-staffed, and each comes with its own set of problems.
Is Your Support Organization Right-Sized?
The ROI of Benchmarking

The ROI of Benchmarking Return on Investment (ROI) is one of the most common and important measures of financial performance in the business world. It is the ultimate measure of success for any business. Most companies, business units, and departments track ROI on an ongoing basis, and use this metric not only to make intelligent business decisions, but to justify their very existence.

Like any good business decision, benchmarking should be undertaken with the expectation that it will produce a positive ROI. Thankfully, it is relatively easy to make the business case for benchmarking, and as a veteran of more than 4,000 IT service and support benchmarks, I have plenty of data to back that claim up. The ROI of benchmarking includes both hard benefits, such as cost savings and improved user productivity, as well as soft benefits such as improved customer satisfaction.

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