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Benchmarking

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Director's Corner NEW!
with Jeff Rumburg

The Economics of Benchmarking
Benchmarks cost too much. That’s right…they’re simply too expensive! That’s why I co-founded MetricNet with my long-time business associate Eric Zbikowski. MetricNet was founded on the principle that benchmarks are an indispensable tool that should be affordable to all managers.
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MetricNet to Appear at the HDI 2009 Conference & Expo - April 6-9, 2009

Eric Zbikowski and Jeff Rumburg will facilitate an unprecedented five sessions:

A How-to Guide for Implementing Customer Satisfaction Programs that Works
Customer Satisfaction
The Hidden Value of KPI Correlations
Striking the Right Balance: Cost vs. Quality in IT Support
Image Management: Successfully Marketing Your Help Desk

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MetricNet is the leading source of benchmarks, scorecards, and performance metrics for Information Technology 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 offers Best Practices Certification Courses for Help Desk and Call Center Professionals. Learn More >

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Metric of the Month
Each month, we highlight and explain one benchmarking metric in detail, provide recent benchmarking data, and discuss key correlations and cause/effect relationships. Read Now >

MetricNet Whitepapers and Case Studies Now Available!
Request MetricNet’s White Paper Series on Help Desk and Call Center Best Practices, or read our latest Case Study. Learn More >

Listen to MetricNet's Two Podcasts featured on SearchCRM.com!
Measuring Call Center Key Performance Indicators to Optimize Cost and Quality
What key performance indicators (KPIs) have the biggest impact on call center quality and call center cost? How can call centers use this information to reduce costs without sacrificing quality or affecting the customer.
Visit our Podcast page to learn more and access the audio file. >

Call Center Benchmarking Best Practices
Should every call center be benchmarking and what benchmarks should they be using? How often do best-in-class call centers run benchmark programs? How can call center managers know which centers to measure themselves against?
Visit our Podcast page to learn more and access the audio file. >