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.
Find answers to commonly asked questions regarding MetricNet products and services.
Our sample reports are available for Service Desk, Desktop Support, and Contact Center peer group benchmarks, benchmarking data files, and industry benchmarks.
Real-world examples of how MetricNet's solutions drive client success and performance improvements.
Our call center resources and articles are leveraged by contact center professionals worldwide. New on-demand training courses can be found here as well.
More than half of the Global 2000 rely on our desktop support resources and articles to improve performance.
Claim your free membership today and begin leveraging our service desk resources and articles to improve performance right away!
This section of our Resource Library contains comprehensive metrics ebooks and introductory guides.
Familiarize yourself with the KPIs that really matter to your organization and to provide you with actionable insight on how to leverage these KPIs to improve your performance!
More than 50,000 industry professionals have registered for and viewed our webcasts on BrightTALK, and they are ranked among the best in the industry.
A range of free and downloadable whitepapers
CONTACT US
(775) 298-7772
Subscribe to stay updated on our latest episodes and deepen your understanding of this ever-evolving field. (Opens YouTube in a new tab.)
Home » ICMI Expo 2022
Wednesday, October 26, 2022 4:00 PM to 5:00 PM
Empirical data shows that the most effective contact centers follow nine best practices when it comes to performance measurement. The metrics hierarchy summarizes the sequence of best practices that must be mastered for a contact center to harness the full potential of contact center metrics.
The hierarchy is synergistic – each best practice builds on the previous best practice, and adds more value to a contact center. Yet the data shows that each successive best practice is adopted by fewer and fewer organizations. This presents a dilemma, as most contact centers fail to mature beyond the point of using metrics primarily for observational purposes.
When it comes to contact center metrics, the Metrics Hierarchy should guide your path to maturity. In this session, Jeff Rumburg will share case study examples of contact centers that successfully progressed upward through the hierarchy, mastered each step in the process, and saw a marked improvement in performance as a direct result of metrics maturity. Follow their lead and you can too!
Download a PDF of the presentation!
This introductory guide to Outsourced Contact Center Metrics includes definitions, information on the importance of each metric & key correlations. Download the full eBook today!
This introductory guide to Sales Contact Center Metrics includes definitions, information on the importance of each metric & key correlations. Download the full eBook today!
