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!
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A range of free and downloadable whitepapers
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Watch the short demo in the description below! The full demo is also available here.
Despite all the data that Desktop Support managers have at their fingertips, most cannot answer a very basic question: How is my Desktop Support group performing?
MetricNet has devised the Desktop Support Balanced Scorecard to answer this very question!
The Desktop Support Balanced Scorecard takes the most important metrics – including Cost per Ticket, Customer Satisfaction, and First Visit Resolution Rate – and combines them into a single, overall measure of performance.
Available in $ USD, $ AUD, $ CAD, or £ UK format.
When tracked over time, the Balanced Scorecard tells you whether your Desktop Support group is improving…staying flat…or getting worse!
Download the 18-Month Scorecard and begin improving performance today!
Selecting ‘Yes’ from the drop down menu will add a one-hour screen-sharing training session with a MetricNet subject matter expert. During this one hour training session, we will walk you through populating the Balanced Scorecard and provide expert guidance on how you can leverage the tool month over month to ensure continual service improvement!
Today’s desktop support technologies make it easy to capture enormous amounts of performance data. But what does it all mean? If customer satisfaction improves but costs also go up, is that good or bad? Is my Desktop Support group performing better this month than it was last month?
Despite all the data that IT Service and Support managers have at their fingertips, most cannot answer a very basic question:
How is Desktop Support performing?
The Balanced Scorecard takes the most important metrics – including Cost per Ticket, Customer Satisfaction, First Visit Resolution Rate, and Technician Utilization – and combines them into a single, overall measure of performance. When tracked over time, the Balanced Scorecard tells you whether your Desktop Support group is improving…staying flat…or getting worse!
Watch the demo below! The full demo is also available here.
Your Data Inputs
Average Monthly Incident Volume Average Monthly Service Request Volume Average Work Time per Incident (minutes) Average Travel Time per Ticket (minutes) Average Technician Headcount Average Annual Full-Time Technician Salary Customer Satisfaction First Visit Resolution Rate Mean Time to Resolve Incidents (clock hours) Mean Time to Fulfill Service Requests (calendar days) Technician Job Satisfaction
No, Yes
$ USD, £ UK, $ AUD, $ CAD
