Schedule a 15-minute no-obligation consultation with MetricNet today! Simply visit https://www.MetricNet.com/GetStarted What do all world-class service desks, desktop support groups, and contact centers have in common? They ALL employ benchmarking. Why? Because Benchmarking is a well-established tool that ensures continuous improvement! MetricNet’s suite of Benchmarking products have made 1,000s of organizations worldwide Better by Improving customer satisfaction, NPS, and customer effort scores Improving first contact and first level resolution rates Improving the overall customer experience Maturing key processes Faster by Improving service levels Reducing ticket handle times Reducing ASA for voice, and response time for chat Reducing MTTR for all tickets Increasing the rate of continuous improvement And Cheaper by Reducing cost per ticket Shifting left, reducing total cost of ownership Reducing ticket volumes Increasing user self-help Driving volume into lower cost channels Maximizing ROI But what specific results can you expect? Let’s take a look at a few case study examples… Plagued by low quality, poor performance, and low morale, one luxury retailer retained MetricNet to benchmark their service desk. By implementing MetricNet's recommendations, this organization improved FCR and Customer Satisfaction by more than 10% and achieved an ROI greater than 700%! Under pressure to reduce costs, one major airline retained MetricNet to benchmark their service desk. By implementing MetricNet's recommendations, this organization achieved a $3.00 reduction in Cost per Contact and increased adoption rates in chat and self-help by more than 400%! A major consumer electronics manufacturer was struggling with high costs, low FCR, and the vendor was operating as a “log and dispatch” service desk. Following a MetricNet benchmark, the contract was renegotiated, and the vendor price was reduced by more than 12%! Analyst turnover also decreased by 50% which improved FCR to nearly 90%! Finally, a large retail bank had a number of challenges including weak metrics and reporting, antiquated technology, and a below average IVR containment rate. Following MetricNet's One Year Path to World-Class Performance, this organization reduced average speed of answer by nearly 100 seconds, increased IVR containment to industry best levels, and achieved World-Class status in just 1 year! Schedule a 15-minute no-obligation consultation with MetricNet today! Simply visit https://www.MetricNet.com/GetStarted