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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Our sample reports are available for Service Desk, Desktop Support, and Contact Center peer group benchmarks, benchmarking data files, and industry benchmarks.
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At the conclusion of the workshop, you will have a unique set of performance targets based on industry benchmarks.
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, Desktop Support, or Service Desk Performance Targets Calculator – based on industry benchmarking data (in Excel format)
– Expert guidance on how to begin improving performance right away!
Functional Area and Geography: This workshop is available for service desks, desktop support groups, and worldwide.
Despite all the data that contact center, service desk, and desktop support managers have at their fingertips, many fail to establish realistic performance targets.
In fact, fewer than 50% of contact centers, service desks, and desktop support groups have assigned performance targets for their KPIs, yet setting performance targets is crucial for managing and measuring service and support performance! Moreover, the most effective way to establish performance targets is through industry benchmarks.
During this interactive workshop we will work with you to develop a set of contact center, service desk, or desktop support performance targets. Using MetricNet’s proprietary Excel based Performance Targets Calculator and industry benchmarks for First Contact Resolution Rate, Cost per Contact/Ticket, Customer Satisfaction and Service Levels, you will leave this workshop with a unique set of performance targets based on industry benchmarks!
Additionally, Jeff will share a case study from one of the largest retail banks in the world on how performance targets transformed both the culture and performance of their support center.
Service Desk, Desktop Support, Contact Center
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