All ResourcesArtificial Intelligence What Are The Metrics of Artificial Intelligence in Service and Support? Each month, MetricNet highlights a Key Performance Indicator (KPI) for service and support. We define the KPI, provide recent benchmarking data for the metric, and discuss key correlations and cause-and-effect…Angela IrizarryJune 2, 2023
All ResourcesOutsourcingService Desk 11 Reasons Outsourcing Relationships Fail Vendor Reports Contain Raw Data but No Analysis In the first article in this series, I outlined the 11 most common failure modes for IT outsourcing relationships. These are summarized below for your reference: The vendor over-promises, and…Jeffrey RumburgApril 5, 2023
All ResourcesOutsourcingService Desk 11 Reasons Outsourcing Relationships Fail The Contract Fails to Align Vendor with Client Goals In the first article in this series, I outlined the 11 most common failure modes for IT outsourcing relationships. These are summarized below for your reference: The vendor over-promises, and…Jeffrey RumburgApril 3, 2023
All ResourcesService Desk The Zero Touch Service Desk – Myth or Reality? With AI and machine learning technologies gaining traction in the IT support world, there is also a new term that is gaining traction in the lexicon of IT service and…Jeffrey RumburgMarch 29, 2023
All ResourcesOutsourcingService Desk 11 Reasons Outsourcing Relationships Fail | The Vendor Underprices the Contract In the first article in this series, I outlined the 11 most common failure modes for IT outsourcing relationships. These are summarized below for your reference: The vendor over-promises, and…Jeffrey RumburgMarch 24, 2023
All ResourcesCall CenterOn Demand Training Courses Contact Center Metrics Essentials Module 9 | The Metrics Hierarchy https://youtu.be/JuHQksBqh0Q Future courses will be released as they are created. SUBSCRIBE on YouTube and turn notifications on so you don't miss the next one! You can find the scorecard template…Angela IrizarryMarch 16, 2023
All ResourcesOutsourcingService Desk 11 Reasons Outsourcing Relationships Fail | Failure to Exercise Proper Governance In the first article in this series, I outlined the 11 most common failure modes for IT outsourcing relationships. These are summarized below for your reference: The vendor over-promises, and…Jeffrey RumburgMarch 15, 2023
All ResourcesArtificial IntelligenceDesktop SupportService Desk 7 Steps to Future-Proof Your IT Service and Support Career in the Age of AI As the IT industry experiences a rapid evolution fueled by artificial intelligence and machine learning, many professionals working in IT service and support are becoming concerned about the possibility of…Jeffrey RumburgMarch 14, 2023
