All ResourcesCall CenterDesktop SupportMemberService Desk Sample Job Satisfaction Surveys Job satisfaction is the percentage of agents in the contact center, analysts in the service desk, or technicians in desktop support that are either satisfied or very satisfied with their…Angela IrizarryJune 23, 2020
All ResourcesCall CenterDesktop SupportRecorded WebcastsService Desk Ask the Expert! Live Metrics Q&A! Everyone has questions about metrics, but they don’t always know where to go to get answers. Enter Jeff Rumburg, our metrics master! If you’ve ever wondered about averages and ranges…Angela IrizarryJune 19, 2020
All ResourcesCall CenterMember Employee Engagement in the Contact Center | Job Satisfaction as a Proxy for Employee Engagement There is no universal definition of employee engagement, yet everyone seems to know what it means. How can this be? Although the term has not been rigorously defined, there seems…Angela IrizarryJune 16, 2020
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 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 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 ResourcesCalculatorsCall CenterDesktop SupportMemberService Desk Measuring and Managing the Customer Experience | A MetricNet Scorecard Download the CX Scorecard Defining Customer Experience To develop a valid methodology to measure CX, we must first understand what CX really is and why it’s important. Think of the…Jeffrey RumburgMay 13, 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
