Scorecards

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! Service Desk Analyst Engagement is a complex set of behaviors driven by numerous practices that can be hard to quantify. MetricNet has devised the Service Desk Analyst 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 Service Desk Analyst 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 analyst engagement!