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.
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!
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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!
Used as a reality check or a planning tool, MetricNet’s desktop support/field services staffing calculator provides a simple way to plan and forecast headcount for desktop support and field services. With just three basic data points, MetricNet’s Desktop Support/Field Services Staffing Calculator can estimate your headcount needs based on industry averages!
Anyone working in Desktop Support and Field Services looking to get a handle on what their headcount should be is encouraged to use this tool.
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Average Monthly Incident Volume
Average Monthly Service Request Volume
Average Work Time per Incident
Average Work Time per Service Request
Average Travel Time per Ticket
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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