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 or service desk analyst engagement scorecard that drives accountability, provides visibility into your agent/analyst engagement, and reveals the underlying drivers of agent/analyst 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., 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.
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 Contact Center Agent/Service Desk Analyst Engagement Scorecard with dashboard and benchmarking data (in Excel format)
– Expert guidance on how to begin improving agent/analyst engagement right away!
Functional Area and Geography:
This workshop is available for contact centers and service desks worldwide.
There’s no universal definition of Contact Center Agent/Service Desk Analyst 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 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 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 engagement, and reveals the underlying drivers of agent/analyst engagement.
Service Desk, Contact Center
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