MetricNet is the leading source of online benchmarks, scorecards, and performance metrics for Information Technology (IT) and Call Center Professionals worldwide. Our mission is to provide you with the benchmarks you need to run your business more effectively.
MetricNet is committed to making the benchmarking process quick and easy for its customers. We have pioneered a number of innovative techniques to ensure that you receive fast, accurate benchmarks, with a minimum of time and effort.
MetricNet Launches the Industry's First Online Desktop Support Benchmark
Most Comprehensive Desktop Support Benchmark in the Industry!
MetricNet is pleased to announce that its flagship Desktop Support Benchmark is now available for purchase in its online store. With nearly 30 Key Performance Indicators, graphs and definitions for each KPI, quartile charts, and a Balanced Scorecard, MetricNet’s Desktop Support Benchmark is the most comprehensive benchmark in the industry, and the only Desktop Support Benchmark available for purchase on line! To learn more, click here.
MetricNet Featured in Support World Magazine!
The True Cost of Desktop Support: Understanding the Critical Cost Drivers
Most companies believe that the cost of desktop support consists entirely of the personnel, technology, and facilities that comprise the desktop support organization. From a pure accounting perspective, this may be true. However, there are many less obvious costs (some would say hidden costs) that must be taken into account when determining the true cost of desktop support, including defect costs, penalty cost, and workload costs. In this article, Jeff Rumburg will uses benchmarking data to demonstrate that the true cost of desktop support is often much higher than expected. Download the full article here.
MetricNet Announces New Benchmarks for China, India, and the Philippines
The Industry's First Online Benchmarks for China, India, and the Philippines!
MetricNet has recently completed an exhaustive benchmark of outsourced service desks and call centers in China, India, and the Philippines. The results of these benchmarks are available for purchase in MetricNet's online store. "We are very pleased to be the first and only company to offer these benchmarks online" stated Jeff Rumburg, Managing Partner and co-founder of MetricNet. "Now, for the first time, companies who are contemplating outsourcing, or those who have already outsourced, have the ability to analyze and compare price, cost, quality, and service level data from outsourced call centers and service desks in China, India, and the Philippines. These benchmarks are an indispensible tool for any company that might be considering outsourcing to these countries." To learn more, click here.
MetricNet Featured in Support World Magazine!
Best Practices in Desktop Support: The Eight Essential KPIs for World-Class Performance
When it comes to end-user support, most people automatically think of the Service Desk L(evel 1 support). The Service Desk has been extensively studied and researched, and the best practices for the Service Desk are well documented and well understood. The same, however, cannot be said of Desktop Support (Level 2). This critical support function has historically received far less attention than the Service Desk, and for most IT organizations it represents a fertile opportunity for performance enhancement. This is particularly true when it comes to Key Performance Indicators for Desktop Support.
In this article, MetricNet (www.metricnet.com), a leading source of online benchmarks and a pioneer in Desktop Support, Service Desk, and Call Center Benchmarking, identifies and defines the eight most important performance metrics for Desktop Support. Download the full article here.
MetricNet's Jeff Rumburg Appointed to the Strategic Advisory Board of HDI
McLean, VA., 2011
Jeff Rumburg, Managing Partner of MetricNet, has been appointed to the Strategic Advisory Board of HDI. HDI is the world’s largest IT service and technical support membership association and the industry’s premier certification and training body. Guided by an international panel of industry experts and practitioners, HDI is the leading resource for help desk/support center emerging trends and best practices.
MetricNet Featured in Business Week Interview
Measuring Call Center Key Performance Indicators To Optimize Cost, Quality
What key performance indicators (KPIs) have the biggest impact on call center quality and cost? How can call centers use this information to reduce costs without sacrificing quality or affecting the customer experience? SearchCRM.com posed these questions in a recent interview with Eric Zbikowski, co-founder and Managing Partner at MetricNet, LLC – a provider of performance metrics, benchmarks and scorecards for corporations worldwide. Download this podcast for the latest insight into measuring call center KPIs, including:
• Which call center metrics have the biggest bottom line impact
• Tips for tracking Cost per Contact and Customer Satisfaction
• How to use performance data to lower costs
• Low-cost technology options to reduce Cost per Call
Learn best practice strategies for measuring call center metrics and proven strategies for cutting call center costs without sacrificing quality. Listen to the Podcast Online
