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Today’s service desk technologies and reporting packages make it easy to capture copious amounts of performance data. Most service desk managers can tell you everything from last month’s average speed of answer to yesterday’s average handle time. But what does it all mean? More importantly, what does it tell us about how to manage and optimize service desk performance?
This is a group of professionals interested in collaborating on proven practices for maximizing the quality of the Service Desk. Join Now!
Desktop Support has historically been one of the most poorly managed functions in IT. A lack of performance indicators, weak oversight of technicians, and failing to follow a SPOC support model all contribute to poor performance. But a handful of World-Class organizations have “cracked the code” on Desktop Support. They consistently achieve lower costs and higher customer satisfaction than their peers. This forum will explore how they do this.
This is a group of professionals interested in collaborating on proven practices for maximizing the quality of Desktop Support. Join Now!
This is a group of professionals interested in collaborating on proven practices for maximizing the quality of the contact center.
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 from your peers in the industry. Join Now!
Customer Satisfaction is the critical factor in the ability of IT organizations, contact centers, and help desks to meet their performance goals and enhance productivity. That said, few people appreciate the enormous power of this metric and the exponential rewards in minimizing the gap between customer perception and actual performance.
This is a group of professionals interested in collaborating on proven practices for optimizing the Customer experience. Join Now!
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MetricNet is dedicated to helping business people worldwide manage their organizations more efficiently and effectively. By providing benchmarks, performance metrics, scorecards and business data to Information Technology and Call Center Professionals..[+]
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Date: November 7, 2017 | Time: 2:00-3:00PM EDT
Many Call Center 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. In this session, Jeff Rumburg will share the results of MetricNet’s 2017 Global Benchmarking Initiative for Call Centers, discuss the methodology, define the KPIs used for benchmarking, and share performance data from more than 140 companies worldwide.
