Service Desk Essentials Toolkit

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!

Watch the short demo in the description below! Many service desk managers struggle with budgeting and are unable to answer one critical question – Is our spending in line with industry averages?   But budgeting is a critical skill to develop, as it is key to managing costs for a support organization.   To help with this challenge, MetricNet has developed a tool based on industry benchmarks that takes the guesswork out of budgeting!  Simply enter a few basic pieces of information about your service desk and MetricNet’s budget calculator will automatically generate an easy to understand report that you can share with key stakeholders! 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 Budget Calculator and provide expert guidance on how you can leverage the tool to forecast operating expenses for your service desk!

This product bundle includes the following contact center products:

1. Staffing/Headcount Calculator
2. Budget Calculator
3. Balanced Scorecard
4. Performance Targets Calculator

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!