Scorecards, Calculators, Tools, and Templates by Type

Watch the demo below! Contact Center Agent Engagement is a complex set of behaviors driven by numerous practices that can be hard to quantify. MetricNet has devised the Contact Center Agent Engagement Scorecard to solve this dilemma! Selecting ‘Yes’ from the drop down menu will add a one-hour screen-sharing training session with a MetricNet subject matter expert. During this one hour training session, we will walk you through populating the Contact Center Agent Engagement Scorecard and provide expert guidance on how you can leverage the tool month over month to ensure you are continually driving high levels of agent engagement!

Watch the demo below! The full demo is also available here. Despite all the data that Contact Center managers have at their fingertips, most cannot answer a very basic question: How is my Contact Center performing? MetricNet has devised the Contact Center Balanced Scorecard to answer this very question! The Contact Center Balanced Scorecard takes the most important metrics – including Cost per Contact, Customer Satisfaction, and First Contact Resolution Rate – and combines them into a single, overall measure of performance. Available in $ USD, $ AUD, $ CAD, or £ UK format. When tracked over time, the Balanced Scorecard tells you whether your contact center is improving…staying flat…or getting worse! Download the 18-Month Scorecard and begin improving performance today! Selecting ‘Yes’ from the drop down menu will add a one-hour screen-sharing training session with a MetricNet subject matter expert. During this one hour training session, we will walk you through populating the Balanced Scorecard and provide expert guidance on how you can leverage the tool month over month to ensure continual service improvement!

Watch the demo below!  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 current industry benchmarks for cost per contact, customer satisfaction, contacts per agent per month, FCR, agent job satisfaction, average speed of answer, and the balanced score, this instantly downloadable calculator will automatically determine a unique set of performance targets designed specifically for your contact center! Anyone working in the contact center looking to get a handle on what their performance targets should be is encouraged to use this tool.  Selecting ‘Yes’ from the drop down menu will add a one-hour screen-sharing training session with a MetricNet subject matter expert. During this one hour training session, we will walk you through populating the Performance Targets Calculator and provide expert guidance on how you can leverage the tool to close any negative performance gaps!

Watch the demo below! Many desktop support and field services managers struggle to answer one critical question - Are we staffed appropriately? To help with this challenge, MetricNet has developed a tool based on industry benchmarks that takes the guesswork out of headcount! Selecting 'Yes' from the drop down menu will add a one-hour screen-sharing training session with a MetricNet subject matter expert. During this one hour training session, we will walk you through populating the headcount calculator and provide expert guidance on how you can optimize staffing in Desktop Support and Field Services!

This toolkit includes the following six service desk products:

1. Staffing/Headcount Calculator

2. Budget Calculator

3. Balanced Scorecard

4. Performance Targets Calculator

5. ROI Calculator

6. United States Service Desk Balanced Scorecard Benchmark

Selecting ‘Yes’ from the drop down menu will add a one-hour screen-sharing training session with a MetricNet subject matter expert. During this one hour training session, we will walk you through populating the Calculators and provide expert guidance on how you can leverage the tools to dramatically improve service desk performance! Download a sample balanced scorecard benchmark report and learn more in the description below.

Watch the short demo in the description below! Many service desk managers struggle with budgeting and are unable to answer one critical question – Is our spending in line with industry averages?   But budgeting is a critical skill to develop, as it is key to managing costs for a support organization.   To help with this challenge, MetricNet has developed a tool based on industry benchmarks that takes the guesswork out of budgeting!  Simply enter a few basic pieces of information about your service desk and MetricNet’s budget calculator will automatically generate an easy to understand report that you can share with key stakeholders! Selecting ‘Yes’ from the drop down menu will add a one-hour screen-sharing training session with a MetricNet subject matter expert. During this one hour training session, we will walk you through populating the Budget Calculator and provide expert guidance on how you can leverage the tool to forecast operating expenses for your service desk!

This product bundle includes the following service desk products:

1. Staffing/Headcount Calculator
2. Budget Calculator
3. Balanced Scorecard
4. Performance Targets Calculator
5. ROI Calculator

Watch the short demo in the description below! Many service desk managers struggle to answer one critical question - Are we staffed appropriately? To help with this challenge, MetricNet has developed a tool based on industry benchmarks that takes the guesswork out of headcount! Used as a reality check or a planning tool, MetricNet’s service desk staffing/headcount calculator provides a simple way to plan and forecast headcount for a service desk. With just three basic data points, MetricNet’s Service Desk Staffing/Headcount Calculator can estimate your headcount needs based on industry averages! Anyone working in the Service Desk looking to get a handle on what their headcount should be is encouraged to use this tool. Selecting 'Yes' from the drop down menu will add a one-hour screen-sharing training session with a MetricNet subject matter expert. During this one hour training session, we will walk you through populating the headcount calculator and provide expert guidance on how you can optimize staffing in your Service Desk!