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Category Archives: Call Center

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, 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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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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