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
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
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
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
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
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
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
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
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
