The One Year Path to World-Class Performance All ResourcesCall CenterDesktop SupportService Desk The One Year Path to World-Class Performance Did you know? Industry data shows that organizations that conduct benchmarking at least once a year are far more likely to achieve world-class performance. In fact, there is a virtual…Jeffrey RumburgSeptember 30, 2014
Leveraging KPI’s to Maximize the ROI of Support All ResourcesDesktop SupportMember Leveraging KPI’s to Maximize the ROI of Support Download the PDF MetricNet's "Leveraging KPI’s to Maximize the ROI of Support" presentation was delivered on Thursday, April 3, 2014, to a standing room only crowd at the HDI Service…Angela IrizarryApril 3, 2014
The 80/20 rule for Desktop Support KPIs: Less is More! All ResourcesDesktop SupportMember The 80/20 rule for Desktop Support KPIs: Less is More! Download the PDF MetricNet's "The 80/20 rule for Desktop Support KPIs: Less is More!" presentation was delivered on Wednesday, April 2, 2014, to a standing room only crowd at the…Angela IrizarryApril 2, 2014
Service and Support as a Business | KPIs that Tell the Big Picture All ResourcesDesktop SupportMemberService DeskWhitepapers Service and Support as a Business | KPIs that Tell the Big Picture Download This Article Forward To A Friend Most IT professionals are familiar with the operational metrics of service and support. KPI’s such as cost per ticket, first contact resolution…Jeffrey RumburgMarch 28, 2014
Achieving Customer Enthusiasm | A Simple Model for KPI Excellence All ResourcesDesktop SupportMemberService Desk Achieving Customer Enthusiasm | A Simple Model for KPI Excellence Download This Article Forward To A Friend Customer satisfaction is a losing proposition. Satisfied customers are not loyal customers. They are not necessarily customers that want to do business…Angela IrizarryMarch 13, 2014
Ratio of Agents to Total Headcount All ResourcesDesktop SupportMemberMetric of the MonthService Desk Ratio of Agents to Total Headcount Download This Article Forward To A Friend There are a number of ways to measure the efficiency of a service desk or desktop support group. Metrics such as cost…Jeffrey RumburgFebruary 13, 2014
Mayday! Mayday! Amazon & T-Mobile Raise The Bar for IT in 2014 All ResourcesCall CenterDesktop SupportNews and PressService Desk Mayday! Mayday! Amazon & T-Mobile Raise The Bar for IT in 2014 6 second videos, smartphones and social media accounts are driving customer service expectations to never before seen highs. No matter where you choose to get the news this time of…Jeffrey RumburgDecember 18, 2013
The Zen of Support | Presentation PDF All ResourcesDesktop SupportMemberService Desk The Zen of Support | Presentation PDF Download the PDF The words “Customer Support” and “Customer Service” accurately describe the role of Service Desk and Desktop Support Professionals. Unfortunately, these words sometimes carry negative connotations, and do…Angela IrizarryDecember 10, 2013
5 Important Desktop Support Metrics to Measure and Monitor All ResourcesDesktop Support 5 Important Desktop Support Metrics to Measure and Monitor Most Desktop Support organizations commit two major mistakes when it comes to performance measurement: 1) they do not track the right KPI’s, and 2) they do not exploit the full…Angela IrizarryNovember 27, 2013
Enabling Chat | A MetricNet & BOMGAR Presentation All ResourcesCall CenterDesktop SupportMemberService Desk Enabling Chat | A MetricNet & BOMGAR Presentation Download the PDF MetricNet and BOMGAR presented a special webcast highlighting key success factors for successful chat enablement! Download it now to: LEARN the Key Success Factors for successful chat…Angela IrizarryNovember 19, 2013
