MetricNet Presents: Call Center Best Practices!
A Free Webcast, November 8, 2011!
• HEAR how the industry’s top performing Call Centers achieve World-Class status!
• LEARN key strategies for enhancing your Call Center performance!
• APPLY Best Practices from your peers in the industry!
• See the industry's most recent Benchmarking Data!
In this 90 minute webcast, MetricNet will share the key success factors from the industry's top performing Call Centers! Click here to register.
MetricNet's Eric Zbikowski to Speak at itSMF-HDI Fusion 11 Conference
National Harbor, MD, September 26, 2011!
Eric Zbikowski, Managing Partner and co-founder of MetricNet is a featured speaker at this year’s itSMF-HDI Fusion 11 Conference on September 26, 2011 in National Harbor, MD at the Gaylord National Hotel. MetricNet’s presentation at this year’s expo is entitled Strategies for Understanding Your Customer: Scream Louder Because I Can’t Hear You!
Most service desks today have some mechanism for measuring user feedback. However, few service desks understand the proven practices for properly implementing a customer satisfaction program that works. This session will use customer satisfaction case studies to reinforce best practices for understanding your customer, enhancing the customer experience, and ultimately maximizing your service desk’s quality component. Mr. Zbikowski will outline a world-class approach for interpreting your customer satisfaction survey results and will show attendees how to act on this data to improve their service desk’s performance.
Using best practices, empirical case studies and updated worldwide benchmarking data from 1,700 benchmarks, Mr. Zbikowski will bring vital, content-rich material to all who attend this session. “I am honored to present our latest research at such a prestigious global gathering for the service and technical support community, and I am very much looking forward to it,” says Eric Zbikowski, Managing Partner at MetricNet.
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 online! MetricNet's Desktop Support Benchmark is available for both in-house and outsourced Desktop Support, and covers multiple geographies. To learn more, click 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 (Level 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 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.
