Mastering the Balanced Scorecard | MetricNet Certified Virtual Workshop

Workshop Date and Format:
This workshop will be scheduled to meet your requirements and will be presented remotely through a video conferencing tool (e.g., GoToMeeting or Microsoft Teams). This is a private event, so only those from your organization will be in attendance. The resources listed below will be delivered via email prior to the workshop.

Maximum Attendees:
MetricNet does not limit the number of attendees from your organization. The workshop will be presented live and recorded so that those that are unable to attend can do so at their convenience.

Tools and Resources Included:

– 90-minute virtual workshop with extensive Q&A encouraged by MetricNet

– MetricNet’s proprietary 18-Month Balanced Scorecard with dashboard and benchmarking data (in Excel format)

– KPI Definitions eBook

– Balanced Scorecard Whitepaper

– Expert guidance on how to begin improving performance right away!

Functional Area and Geography:
This workshop is available for both service desks and contact centers worldwide.

Today’s service desk and contact center technologies make it easy to capture enormous amounts of performance data. But what does it all mean? If customer satisfaction improves but costs also go up, is that good or bad? Is my Service Desk or Contact Center performing better this month than it was last month?

Despite all the data that Service Desk and Contact Center managers have at their fingertips, most cannot answer a very basic question:

How is my Service Desk or Contact Center performing?

MetricNet has devised the Balanced Scorecard to answer this very question!

The 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. When tracked over time, the Balanced Scorecard tells you whether your service desk or contact center is improving…staying flat…or getting worse! Moreover, it provides a useful benchmark for comparing your performance against other service and support organizations. 

At the conclusion of the workshop, you will have a fully functioning scorecard that drives accountability, provides visibility into your service desk or contact center performance, and reveals the underlying drivers of performance.