Service Desk Essentials Toolkit

Watch the demo below! 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!

Watch the short demo in the description below! The full demo is also available here. Despite all the data that Service Desk managers have at their fingertips, most cannot answer a very basic question: How is my Service Desk performing? MetricNet has devised the Service Desk Balanced Scorecard to answer this very question! The Service Desk Balanced Scorecard takes the most important metrics – including Cost per Ticket, Customer Satisfaction, and First Contact Resolution Rate – and combines them into a single, overall measure of performance. Available in $ USD, $ AUD, $ CAD, or £ UK format.  When tracked over time, the Balanced Scorecard tells you whether your service desk is improving…staying flat…or getting worse! Download the 18-Month Scorecard and begin improving performance today! 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 Balanced Scorecard and provide expert guidance on how you can leverage the tool month over month to ensure continual service improvement!

Watch the short demo in the description below! Many service desk 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! Used as a reality check or a planning tool, MetricNet’s service desk staffing/headcount calculator provides a simple way to plan and forecast headcount for a service desk. With just three basic data points, MetricNet’s Service Desk Staffing/Headcount Calculator can estimate your headcount needs based on industry averages! Anyone working in the Service Desk looking to get a handle on what their headcount should be is encouraged to use this tool. 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 your Service Desk!

Watch the demo below! Using current industry benchmarks for cost per contact, customer satisfaction, contacts per agent per month, FCR, analyst job satisfaction, average speed of answer, and the balanced score, this instantly downloadable calculator will automatically determine a unique set of performance targets designed specifically for your service desk! 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 Performance Targets Calculator and provide expert guidance on how you can leverage the tool to close any negative performance gaps!

This toolkit includes the following five contact center products:

1. Staffing/Headcount Calculator

2. Budget Calculator

3. Balanced Scorecard

4. Performance Targets Calculator

5. United States Contact Center Balanced Scorecard Benchmark 

Download a sample balanced scorecard benchmark report and learn more in the description below. 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 Calculators and provide expert guidance on how you can leverage the tools to dramatically improve contact center performance!