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There are two commonly tracked service desk metrics for agent training: new agent training hours and annual agent training hours.  New agent training measures the number of training hours, including classroom, computer-based-training, self-study, direct coaching, and on-the-job training, that a new agent receives before they are allowed to handle customer contacts independently.  Annual agent training, by contrast, includes any ongoing training that an agent receives after their new agent training has been completed.  Annual agent training does not include routine team meetings, shift handoffs, or other activities that do not involve formal training.

Most support organizations will tell you that they don’t do as much training as they would like.  The most common reasons cited for the shortfall are budget and time constraints.  But given the overwhelmingly positive impact that training can have on an organization, it’s no surprise that the staunchest defenders of the training budget tend to have the best performing support organizations.

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Jeffrey Rumburg

Jeff Rumburg is a co-founder and Managing Partner of MetricNet, where he is responsible for global strategy, product development, and financial operations for the company. As a leading expert in benchmarking and re-engineering, Mr. Rumburg authored a best selling book on benchmarking, and has been retained as a benchmarking expert by such well known companies as American Express, Hewlett-Packard, General Motors, IBM, and Sony. Mr. Rumburg was honored in 2014 by receiving the Ron Muns Lifetime Achievement Award for his contributions to the IT Service and Support industry. Prior to co-founding MetricNet, Mr. Rumburg was president and founder of The Verity Group, an international management consulting firm specializing in IT benchmarking. While at Verity, Mr. Rumburg launched a number of syndicated benchmarking services that provided low cost benchmarks to more than 1,000 corporations worldwide. Mr. Rumburg has also held a number of executive positions at META Group, and Gartner. As a vice president at Gartner, Mr. Rumburg led a project team that reengineered Gartner’s global benchmarking product suite. And as vice president at META Group, Mr. Rumburg’s career was focused on business and product development for IT benchmarking. Mr. Rumburg’s education includes an M.B.A. from the Harvard Business School, an M.S. magna cum laude in Operations Research from Stanford University, and a B.S. magna cum laude in Mechanical Engineering. He is author of A Hands-On Guide to Competitive Benchmarking: The Path to Continuous Quality and Productivity Improvement, and has taught graduate-level engineering and business courses.

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