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
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Watch the demo below!
Using current industry benchmarks for cost per contact, customer satisfaction, contacts per agent per month, FCR, analyst job satisfaction, average speed of answer, and the balanced score, this instantly downloadable calculator will automatically determine a unique set of performance targets designed specifically for your service desk!
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 Performance Targets Calculator and provide expert guidance on how you can leverage the tool to close any negative performance gaps!
Setting performance targets is crucial for managing and measuring service desk performance, but fewer than 50% of service desks have assigned performance targets for their KPIs.
Anyone working in the service desk looking to get a handle on what their performance targets should be is encouraged to use this tool.
Watch the Demo
Your Data Inputs
Average Monthly Contact Volume
Average Contact Handle Time (Minutes)
Analyst Headcount
Average Annual Analyst Compensation
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