All ResourcesCall CenterDesktop SupportService Desk Frequently Asked Questions Q: What services does MetricNet offer? A: MetricNet offers a range of benchmarks for Information Technology and Contact Center professionals. These benchmarks compare your performance in key areas such as…Angela IrizarryJune 11, 2020
All ResourcesMetric of the MonthService Desk Metrics That Matter | User Self-Service https://youtu.be/s9dAUX7SVw4 User self-service measures the percentage of incidents that are self-resolved by the user, without the assistance of a live analyst. For example, the analysts on a particular service desk…Angela IrizarryJune 4, 2020
All ResourcesCall CenterDesktop SupportRecorded WebcastsService Desk Metrics that Matter: Customer Satisfaction Customer satisfaction and cost per ticket are the yin and yang of a service organization. These metrics are in constant tension, and every service organization grapples with how to strike…Angela IrizarryMay 28, 2020
All ResourcesMetric of the MonthService Desk Metrics That Matter | Analyst to Supervisor Ratio https://youtu.be/2kxeB2sLiKk Service desk managers and supervisors frequently ask about the proper ratio of analysts to supervisors. Should it be 5 to 1? 10 to 1? 20 to 1? To answer…Angela IrizarryMay 21, 2020
All ResourcesDesktop SupportRecorded WebcastsService Desk Using Shift-Left to Drive Service Desk Efficiency SDI's David Wright continues his Q&A series with Metricnet's Jeff Rumburg. Today they discuss the power of shift-left, how to drive cost efficiencies for the service desk, lowering total cost…Angela IrizarryMay 18, 2020
All ResourcesCall CenterRecorded Webcasts Remote Contact Center Agents: The Kinecta Success Story Everyone has questions about how to measure and manage the performance of work at home contact center agents, but they don’t always know where to go to get answers. Enter…Angela IrizarryMay 14, 2020
All ResourcesCall CenterMetric of the MonthService Desk Metrics That Matter | Abandonment Rate https://youtu.be/KxWysTDOwuQ Abandonment rate measures the time, in seconds, before a caller or a chat customer abandons a contact. They may abandon in mere seconds, or after several minutes of waiting. …Angela IrizarryMay 7, 2020
All ResourcesCall CenterMetric of the MonthService Desk Metrics That Matter | Analyst Training Hours https://youtu.be/G0mOZGRRwIs The two most common metrics for analyst training are new analyst training hours and annual analyst training hours. New analyst training measures the number of training hours, including classroom, computer-based-training, self-study, direct coaching,…Angela IrizarryApril 30, 2020
All ResourcesCall CenterDesktop SupportRecorded WebcastsService Desk Metrics that Matter: First Contact Resolution First-contact resolution (FCR), as the name suggests, measures the percentage of tickets resolved on first contact with the customer. A high FCR is almost always associated with high levels of…Angela IrizarryApril 30, 2020
All ResourcesCalculatorsMemberService Desk First Contact Resolution Calculator Download the FCR Calculator A high First Contact Resolution Rate (FCR) is almost always associated with high levels of customer satisfaction. FCR is a measure of how effectively your service…Angela IrizarryApril 30, 2020
