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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At the conclusion of the workshop, you will have a fully functioning contact center agent, service desk analyst, or desktop support technician engagement scorecard that drives accountability, provides visibility into your agent/analyst/technician engagement, and reveals the underlying drivers of agent/analyst/technician engagement.
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., Zoom 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.
Pricing Terms: The price of this workshop is $999 per student with a minimum of two students. If you have a large group, please contact us at email@example.com for bulk pricing.
Tools and Resources Included:
– 90-minute virtual workshop with extensive Q&A encouraged by MetricNet
– MetricNet’s proprietary Contact Center Agent/Service Desk Analyst/Desktop Support Technician Engagement Scorecard with dashboard and benchmarking data (in Excel format)
– Expert guidance on how to begin improving agent/analyst/technician engagement right away!
Functional Area and Geography: This workshop is available for service desks, desktop support groups, and contact centers worldwide.
There’s no universal definition of Contact Center Agent/Service Desk Analyst/Desktop Support Technician 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 Engagement and Job Satisfaction are highly correlated. But they’re not the same thing. Engagement is a complex set of behaviors driven by numerous practices that can be hard to quantify. These include recognition, wellness, personal growth, training, coaching, team huddles, and relationship with peers.
Despite the fact that the underlying drivers of engagement are subjective, they can be quantified and managed. Moreover, these underlying drivers can be leveraged to produce a Contact Center Agent/Service Desk Analyst/Desktop Support Technician Engagement Scorecard!
The Engagement Scorecard takes the most important engagement metrics – including Job Satisfaction, Absenteeism, Turnover, Coaching, and Training – and combines them into a single, overall measure of performance. When tracked over time, the Engagement Scorecard tells you whether your agent/analyst/technician engagement is improving…staying flat…or getting worse!
At the conclusion of the workshop, you will have a fully functioning agent/analyst engagement scorecard that drives accountability, provides visibility into your agent/analyst/technician engagement, and reveals the underlying drivers of agent/analyst/technician engagement.
Service Desk, Desktop Support, Contact Center
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