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.
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Our sample reports are available for Service Desk, Desktop Support, and Contact Center peer group benchmarks, benchmarking data files, and industry benchmarks.
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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!
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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.
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