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
5 Important IT Service Desk Metrics to Measure and Monitor All ResourcesService Desk 5 Important IT Service Desk Metrics to Measure and Monitor Many Service Desk managers are unaware of the critical role – beyond mere measurement – that Key Performance Indicators (KPIs) can and should play in the Service Desk. Are you…Angela IrizarryDecember 12, 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
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
Self Service Completion Rate | IT Service Desk Metrics All ResourcesMemberMetric of the MonthService Desk Self Service Completion Rate | IT Service Desk Metrics Download This Article Forward To A Friend The self service completion rate is an IT service desk metric that measures the percentage of level 1 incidents that are self-resolved…Jeffrey RumburgNovember 13, 2013
VIDEO | The Economic Impact of Support All ResourcesCall CenterDesktop SupportMemberService Desk VIDEO | The Economic Impact of Support Looking for a proven approach that can transform your tactical support group into a strategically focused organization that creates demonstrable value for the enterprise? In order to embark upon this…Angela IrizarryOctober 17, 2013
The Economic Impact of Support – What’s Your Value Proposition? All ResourcesDesktop SupportMemberService Desk The Economic Impact of Support – What’s Your Value Proposition? Download the PDF In this presentation, MetricNet reveals the industry’s first ever benchmarking data on the economic value of IT service and support. The corresponding whitepaper is available here. Most IT…Angela IrizarryOctober 15, 2013
Sample Benchmarking Data Files All ResourcesCall CenterDesktop SupportSample ReportsService Desk Sample Benchmarking Data Files MetricNet's Sample Benchmarking Data Files are available for Service Desk, Desktop Support and Contact Center professionals worldwide. Benchmarking Data is available to those organizations that wish to perform their own…Angela IrizarryAugust 21, 2013
Sample Peer Group Benchmarks All ResourcesCall CenterDesktop SupportSample ReportsService Desk Sample Peer Group Benchmarks MetricNet's Sample Peer Group Benchmarks are available for Service Desk, Desktop Support and Contact Center professionals worldwide. Our peer group benchmarks are customized based on your organization's scope, scale, complexity…Angela IrizarryAugust 21, 2013
Service Desk Agent Occupancy | IT Service Desk Metrics All ResourcesMemberMetric of the MonthService Desk Service Desk Agent Occupancy | IT Service Desk Metrics Download This Article Forward To A Friend Agent occupancy is an IT service desk metric that measures the percentage of logged in time that an agent is actually delivering…Jeffrey RumburgJuly 9, 2013
