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.
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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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Service Desk Analyst Engagement is a complex set of behaviors driven by numerous practices that can be hard to quantify.
MetricNet has devised the Service Desk Analyst 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 Service Desk Analyst 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 analyst engagement!
There’s no universal definition of 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 Service Desk Analyst Engagement and Service Desk Analyst Job Satisfaction are highly correlated. But they’re not the same thing. Service Desk Analyst Engagement is a complex set of behaviors driven by numerous practices that can be hard to quantify. These include analyst recognition, wellness, personal growth, training, coaching, team huddles, and relationship with peers.
Despite the fact that the underlying drivers of Service Desk Analyst Engagement are subjective, they can be quantified and managed. Moreover, these underlying drivers can be leveraged to produce an Service Desk Analyst Engagement Scorecard!
The Service Desk Analyst Engagement Scorecard takes the most important engagement metrics – including Analyst Job Satisfaction, Absenteeism, Turnover, Coaching, and Training – and combines them into a single, overall measure of performance. When tracked over time, the Service Desk Analyst Engagement Scorecard tells you whether your analyst engagement is improving…staying flat…or getting worse!
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Your Data Inputs
Analyst Job Satisfaction
Likelihood to Refer Friends and Family
Average Daily Absenteeism
Monthly Analyst Turnover
Monthly Coaching Hours per Analyst
Monthly Training Hours per Analyst
Team Huddles per Month
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