All Resources, Call Center, Whitepapers
The ROI of Benchmarking | The Business Case for Benchmarking Contact Centers
Download This Whitepaper Forward To A Friend The ROI of Benchmarking | The Business Case for Benchmarking Contact Centers Return on Investment (ROI) is one of the most common and important measures of financial performance in the business world. It is the ultimate measure of success for any business. Most companies, business units, and departments… Read More
All Resources, Benchmarking Statistics, Call Center
10 Key Call Center Statistics | 2017 Benchmark
The results of MetricNet’s 2017 United States In-House Customer Service Call Center Benchmark are in! The data includes 8 categories of metrics and 41 Key Performance Indicators. In this article, we will highlight 10 key statistics that all Customer Service Call Center professionals should be aware of. Call Center Inbound Channel Mix: The average Voice… Read More
All Resources, Call Center, Desktop Support, Sample Reports, Service Desk
Sample Benchmarking Data Files
MetricNet’s Sample Benchmarking Data Files are available for Service Desk, Desktop Support and Contact Center professionals worldwide. Benchmarking Data is available to those organizations that wish to perform their own benchmarking analysis. The files are provided in Excel format. Each report below is an example of what you will receive when you purchase a benchmarking… Read More
All Resources, Call Center, Desktop Support, Sample Reports, Service Desk
Sample Peer Group Benchmarks
MetricNet’s Sample Peer Group Benchmarks are available for Service Desk, Desktop Support and Contact Center professionals worldwide. Our peer group benchmarks are customized based on your organization’s scope, scale, complexity and geography. A unique peer group is selected and compared to your performance. Each report below is an example of what you will receive when… Read More
All Resources, Desktop Support, Sample Reports, Service Desk
Sample Industry Benchmarking Reports
MetricNet’s Sample Industry Benchmarking Reports are available for Service Desk, Desktop Support and Call Center professionals worldwide. Each report is an example of the benchmarks that you can purchase and instantly download from our shopping page. Sample Service Desk Benchmark – Insourced Sample Desktop Support Benchmark – Insourced Sample Call Center Benchmark – Insourced Sample… Read More
All Resources, News and Press
MetricNet’s Benchmarking Client List Continues to Grow
MetricNet, LLC, the leading provider of benchmarks for IT service and support, continued to build a dominant position in the benchmarking industry with the acquisition of several new clients in Q1. New clients include Wells Fargo, Symantec, TD Bank, Gap, DuPont, ADP, and Avalon Bay Communities. They join a long list of industry icons, including IBM,… Read More
All Resources, News and Press
MetricNet’s 2013 Canada Contact Center & IT Benchmarks Published
MetricNet has published the results of their 2013 Canada Benchmarks for Customer Service Contact Center, Service Desk and Desktop Support. The updated benchmarking reports are now available for purchase and immediate download via the MetricNet website. These benchmarks include over 20 key performance indicators for cost, productivity, service level and more. Included in this release are benchmarks… Read More
All Resources, Member, Whitepapers
Call Center Benchmarking Case Study
For the benchmarking practitioner, the case studies offer insights into the proper methodology for effective benchmarking. And for MetricNet’s prospective clients, the case studies provide assurance that MetricNet benchmarks yield tangible, measurable business benefits for your organization. Business Mandate A nationwide bank was handling more than 6 million contacts a year from two call… Read More
All Resources, Member, Whitepapers
Call Center Benchmarking Defined
How Does YOUR Call Center Stack Up? Part 1: Call Center Benchmarking Defined How World-Class Call Centers Use Benchmarking to Continuously Improve Their Performance Introduction Benchmarking is a well-established tool for measuring and managing call center performance. Effective benchmarking enables you to quantify the performance of your call center, compare your call center to… Read More
All Resources, Member, Whitepapers
Call Center Benchmarking Peer Group Selection
How Does YOUR Call Center Stack Up? Part 3: Benchmarking Peer Group Selection How to Ensure a Fair, Apples-to-Apples Comparison of Your Call Center Benchmarking Data Introduction The first question we often hear from a client who wants to join a MetricNet benchmarking consortium is “How many companies do you have in your database… Read More