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
Home » ICMI Connections 2019
MetricNet is honored and excited to have presented at the annual ICMI Contact Center Connections conference in Chicago, IL! This year, Jeff Rumburg, Managing Partner at MetricNet, presented:
Download the presentation
Tuesday, October 29th, 2019 at 1:15 PM
Setting performance targets is crucial for managing and measuring contact center performance, but fewer than 50% of contact centers have assigned performance targets for their KPIs. Using a downloadable template and industry benchmarks for FCR, cost per contact, customer satisfaction and service levels, attendees at this interactive workshop will leave with a unique set of performance targets based on industry benchmarks! Jeff will also share a case study from one of the largest retail banks in the world on how performance targets transformed both the culture and performance of their contact center.
Tuesday, October 29th, 2019 at 3:45 PM
Everyone has questions about metrics, but they don’t always know where to go to get answers. Enter our three metrics masters! If you’ve ever wondered about averages and ranges for some of the industry’s top KPIs or looked for better ways to diagnose performance gaps, this is the session for you. We’ll focus on a range of concepts, including the link between metrics and business outcomes, metrics and continuous improvement, the cause-and-effect relationship between KPIs, metrics, and accountability, and metrics as a diagnostic tool for continuous improvement. Fast-paced and packed with valuable insight, this session will help you better leverage your metrics to drive strategic value for the business.
Download the Presentation
Wednesday, October 30th, 2019 at 3:45 PM
In 2018, the Kinecta Contact Center faced a number of serious challenges. Handle times were above average, costs were above average, the IVR containment rate was below average, and technology was antiquated. A benchmark revealed that their metrics discipline and process maturity were weak, and at the root of many of these challenges. This inspiring case study examines how Kinecta leveraged benchmarking to close performance gaps and achieve world-class performance. It will detail how Kinecta reduced handle time by 40 seconds, increased their IVR containment rate by 12 percentage points, reduced cost per contact by nearly 25%, and increased member satisfaction to the best in the industry!
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!
Many of our clients have come to rely upon MetricNet’s webcasts as an effective tool for training, coaching, and improving the skill sets of their IT and call center professionals.
©2022 Metricnet, Llc. All Rights Reserved Worldwide