MetricNet offers Contact Center benchmarks with cost, quality, and service level metrics for organizations that operate their own internal contact centers as well as those that outsource the contact center to a managed service provider.
MetricNet offers Service Desk benchmarks with cost, quality, and service level metrics for organizations that operate their own internal service desks as well as those that outsource the service desk to a managed service provider.
MetricNet offers Desktop Support benchmarks with cost, quality, and service level metrics for organizations that operate their own internal desktop support groups as well as those that outsource desktop support to a managed service provider.
Find answers to commonly asked questions regarding MetricNet products and services.
Our sample reports are available for Service Desk, Desktop Support, and Contact Center peer group benchmarks, benchmarking data files, and industry benchmarks.
Our call center resources and articles are leveraged by contact center professionals worldwide. New on-demand training courses can be found here as well.
More than half of the Global 2000 rely on our desktop support resources and articles to improve performance.
Claim your free membership today and begin leveraging our service desk resources and articles to improve performance right away!
This section of our Resource Library contains comprehensive metrics ebooks and introductory guides.
Familiarize yourself with the KPIs that really matter to your organization and to provide you with actionable insight on how to leverage these KPIs to improve your performance!
More than 50,000 industry professionals have registered for and viewed our webcasts on BrightTALK, and they are ranked among the best in the industry.
A range of free and downloadable whitepapers
CONTACT US
(775) 298-7772
Subscribe to stay updated on our latest episodes and deepen your understanding of this ever-evolving field. (Opens YouTube in a new tab.)
Home » ICMI 2017
MetricNet is honored and excited to be presenting at the annual ICMI Conference in Las Vegas, NV! This year, Jeff Rumburg, Winner of the 2014 Ron Muns Lifetime Achievement Award and Managing Partner at MetricNet, will present:
Tuesday, September 26, 2017 at 11:30 AM
The power of benchmarking is that it enables a contact center to save enormous amounts of time and energy by building upon proven industry best practices. In this case study, Jeff Rumburg shares the story of how one contact center used benchmarking to slash costs and dramatically improve customer satisfaction. You’ll learn the success factors for benchmarking and receive guidelines for harnessing the full potential of this tool.
Download a PDF of the presentation!
Tuesday, September 26, 2017 at 4:15 PM
If it moves, contact centers measure it. But what does our obsession with metrics really mean? More importantly, where should we look to best manage and optimize performance? In an industry where KPIs are all interconnected and interrelated, an understanding of how various KPIs affect each other is enormously powerful. In this session, you’ll discover definitive cause-and-effect relationships between the most commonly tracked metrics and learn how insight into these relationships can revolutionize the way you manage your contact center.
Δ
This introductory guide to Insourced Contact Center Metrics includes definitions, information on the importance of each metric & key correlations. Download the full eBook today!
This introductory guide to Outsourced Contact Center Metrics includes definitions, information on the importance of each metric & key correlations. Download the full eBook today!
This introductory guide to Sales Contact Center Metrics includes definitions, information on the importance of each metric & key correlations. Download the full eBook today!
