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.
Real-world examples of how MetricNet's solutions drive client success and performance improvements.
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
Subscribe to stay updated on our latest episodes and deepen your understanding of this ever-evolving field. (Opens YouTube in a new tab.)
$49.00 – $548.00
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!
There’s no universal definition of Contact Center Agent Engagement, yet everyone seems to know what it means. How can this be?
Although the term hasn’t been rigorously defined, there seems to be universal agreement that Contact Center Agent Engagement and Contact Center Agent Job Satisfaction are highly correlated. But they’re not the same thing. Contact Center Agent Engagement is a complex set of behaviors driven by numerous practices that can be hard to quantify. These include agent recognition, wellness, personal growth, training, coaching, team huddles, and relationship with peers.
Despite the fact that the underlying drivers of Contact Center Agent Engagement are subjective, they can be quantified and managed. Moreover, these underlying drivers can be leveraged to produce a Contact Center Agent Engagement Scorecard!
The Contact Center Agent Engagement Scorecard takes the most important engagement metrics – including Agent Job Satisfaction, Absenteeism, Turnover, Coaching, and Training – and combines them into a single, overall measure of performance. When tracked over time, the Contact Center Agent Engagement Scorecard tells you whether your agent engagement is improving…staying flat…or getting worse!
Watch the demo!
Your Data Inputs
Agent Job Satisfaction
Likelihood to Refer Friends and Family
Average Daily Absenteeism
Monthly Agent Turnover
Monthly Coaching Hours per Agent
Monthly Training Hours per Agent
Team Huddles per Month
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