Company Newsletter | February 2014
The ratio of agents to total headcount is an indirect measure of managerial efficiency in service and support. When a support organization experiences costs that are higher than the industry average, it can sometimes be attributed to the ratio of agents to total headcount.
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We are excited to announce that MetricNet’s SlideShare content was among the top 4% of most viewed on SlideShare in 2013! Just in case you missed them, here are our most popular presentations:
Did you miss our recent webcast? Well, you’re in luck! You can now access the slides to ‘Unleashing the Enormous Power of Service Desk KPI’s!’
Attendees of this webcast will learn how the industry’s top performing Desktop Support organizations achieve World-Class status, key strategies for enhancing your Desktop Support performance and more!
MetricNet’s sessions last year were standing room only! So this year, we’ve added some new and exciting opportunities to connect.
The requirements for IT service and support in the medical care industry are so diverse, demanding, and challenging, that MetricNet has developed a custom service desk benchmark for professionals just like you!
MetricNet is the first, and still the only company to offer downloadable service desk, desktop support, and call center benchmarks from its website. With a global benchmarking database of more than 3,000 IT service desk, desktop support, and call center benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry.
About Jeff Rumburg
Jeff Rumburg is a co-founder and Managing Partner at MetricNet, LLC. Jeff 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. 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, Inc. As a vice president at Gartner, Mr. Rumburg led a 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. Mr. Rumburg currently serves on the Strategic Advisory Board for HDI, formerly the Help Desk Institute.