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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 I ask clients why they don’t track this metric, the answer is usually the same: it’s too difficult to measure, or the metric just doesn’t matter. On both counts, they are wrong.

MetricNet’s Sample Job Satisfaction Surveys are available for Service Desk, Desktop Support and Contact Center professionals worldwide. We consider 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 absenteeism and turnover, meaning that absenteeism and turnover go down as job satisfaction goes up.

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Angela Irizarry

Angela Irizarry joined MetricNet in early 2013. In her current role as Vice President and Chief Operating Officer, she assists MetricNet’s CEO in managing the Company’s day-to-day operating activities, short-term and long-range strategic planning and new client acquisition. Additionally, she is responsible for planning, organizing, and implementing the Company’s sales and marketing efforts as well as managing MetricNet’s intellectual property, online best practices library, web projects and e-commerce shop. Angela is a versatile and results-oriented professional with nearly 15 years of business development and marketing experience across a multitude of industries globally. Prior to joining MetricNet she held various leadership positions in the Property Management and Retail industries where she was known for her strong track record of sales growth, marketing foresight and creative problem solving.

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