Call Center Best Practices All ResourcesCall CenterMemberRecorded Webcasts Call Center Best Practices An overview of Call Center Best Practices. 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…Jeffrey RumburgJanuary 12, 2016
The High Performance Support Organization – Benchmarking Data from the Industry’s Top Performers All ResourcesDesktop SupportMemberRecorded WebcastsService Desk The High Performance Support Organization – Benchmarking Data from the Industry’s Top Performers Benchmarking is a well-established tool for measuring and managing service and support performance. Effective benchmarking allows an organization to quantify the performance of its support desk, compare to others in…Jeffrey RumburgDecember 8, 2015
Ensuring Success in IT Service and Support: Case Studies from the Front Lines All ResourcesDesktop SupportMemberRecorded WebcastsService Desk Ensuring Success in IT Service and Support: Case Studies from the Front Lines Every IT support organization aspires to perform at a high level. So why do so few manage to achieve World-Class performance? We invite you to join MetricNet as we review…Jeffrey RumburgOctober 29, 2015
The Zen of Support! on BrightTALK All ResourcesDesktop SupportMemberRecorded Webcasts The Zen of Support! on BrightTALK 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 not accurately convey…Jeffrey RumburgOctober 14, 2015
Benchmarking Roundup: Summary of 2015 Service and Support Benchmarks on BrightTALK All ResourcesDesktop SupportMemberRecorded WebcastsService Desk Benchmarking Roundup: Summary of 2015 Service and Support Benchmarks on BrightTALK Many Service and Support professionals are unfamiliar with the key performance indicators (KPIs) that are important to track and trend and even fewer are aware of what constitutes acceptable performance.…Jeffrey RumburgSeptember 8, 2015
Service Desk Best Practices on BrightTALK All ResourcesMemberRecorded WebcastsService Desk Service Desk Best Practices on BrightTALK In this webcast, MetricNet will share the key success factors from the industry's top performing Service Desks. Attendees will: HEAR how the industry's top performing Service Desks achieve world-class status.…Jeffrey RumburgJuly 14, 2015
The Role of IT Leadership in Service and Support on BrightTALK All ResourcesDesktop SupportMemberRecorded WebcastsService Desk The Role of IT Leadership in Service and Support on BrightTALK As the gateway to IT for most end users, service and support is the biggest driver of customer satisfaction and can generate a tremendous return on investment. IT leaders and…Jeffrey RumburgJune 23, 2015
Unleashing The Enormous Power of Call Center Key Performance Indicators! | Full Video Recording All ResourcesCall CenterMemberRecorded Webcasts Unleashing The Enormous Power of Call Center Key Performance Indicators! | Full Video Recording On this page, you can view and download the slides and watch the full recording of ”Unleashing the Enormous Power of Call Center Key Performance Indicators’! Join the thousands of…Jeffrey RumburgJune 9, 2015
Benchmark 2014: Global Results for Desktop Support on BrightTALK All ResourcesDesktop SupportMemberRecorded Webcasts Benchmark 2014: Global Results for Desktop Support on BrightTALK Unlike the service desk, which has been extensively benchmarked over the past two decades, desktop support benchmarking is a relatively recent trend. As a result, many support professionals are unfamiliar…Jeffrey RumburgMay 27, 2015
Past and Present: 25 Years of Service Desk KPIs on BrightTALK All ResourcesMemberRecorded WebcastsService Desk Past and Present: 25 Years of Service Desk KPIs on BrightTALK Service desk KPIs have evolved and matured significantly over the past two decades. Today’s service desks routinely track twenty or more KPIs, and the focus has shifted from tactical/operational metrics…Jeffrey RumburgApril 21, 2015
