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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., 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 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 contact centers and service desks worldwide.
Despite all the data that contact center and service desk managers have at their fingertips, many fail to establish realistic performance targets.
In fact, fewer than 50% of contact centers and service desks have assigned performance targets for their KPIs, yet setting performance targets is crucial for managing and measuring contact center 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 or service desk 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, Contact Center
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Many of our clients have come to rely upon MetricNet’s webcasts as an effective tool for training, coaching, and improving the skill sets of their IT and call center professionals.
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