Effectively Measuring the Customer Experience: The CX Scorecard All ResourcesCall Center Effectively Measuring the Customer Experience: The CX Scorecard If you’re like most support professionals, you’ve probably wondered about the best way to measure and manage the end to end Customer Experience. Is there one single metric that tells…Angela IrizarryJuly 25, 2019
Jeff Rumburg of MetricNet to Facilitate ICMI’s Succeeding With Metrics Workshop All ResourcesNews and Press Jeff Rumburg of MetricNet to Facilitate ICMI’s Succeeding With Metrics Workshop Jeff Rumburg, Managing Partner of MetricNet, LLC, was chosen to facilitate Succeeding with Metrics, an interactive, consultative ICMI Training Workshop. Mr. Rumburg will share his knowledge and expertise in Contact Center metrics…Angela IrizarryJune 28, 2019
MetricNet to Present the Industry’s First ROI Workshop at Service Management World All ResourcesNews and Press MetricNet to Present the Industry’s First ROI Workshop at Service Management World MetricNet is pleased to announce that Jeff Rumburg, Managing Partner of MetricNet, has been invited to present the industry’s first ROI workshop at the annual Service Management World conference in Orlando, Florida. Powered…Angela IrizarryJune 13, 2019
MetricNet’s Jeff Rumburg to Speak at the 2019 ICMI Contact Center Connections Conference All ResourcesNews and Press MetricNet’s Jeff Rumburg to Speak at the 2019 ICMI Contact Center Connections Conference INCLINE VILLAGE, Nev., May 29, 2019 (Newswire.com) - MetricNet, the global leader in contact center benchmarking, is pleased to announce that, for the third consecutive year, Jeff Rumburg, Managing Partner of MetricNet,…Angela IrizarryMay 29, 2019
5 Ways to Embrace Transformation in IT Service and Support All ResourcesNews and Press 5 Ways to Embrace Transformation in IT Service and Support A few weeks ago, thousands of IT Service and Support professionals landed in Orlando, FL for the annual HDI Conference. Transformation was a key theme this year. HDI unveiled a…Angela IrizarryMay 24, 2019
MetricNet Delivers Presentation on Managing the Contact Center as a Business at ICMI’s Contact Center Expo 2019 All ResourcesNews and Press MetricNet Delivers Presentation on Managing the Contact Center as a Business at ICMI’s Contact Center Expo 2019 Incline Village, NV, May 16, 2019 (Newswire.com) - Jeff Rumburg, Co-Founder and Managing Partner of MetricNet, presented Session 705, ‘The Profit Center Motive – Managing the Contact Center as a Business!’,…Angela IrizarryMay 16, 2019
MetricNet Delivers Presentation on Omnichannel Customer Care at ICMI’s Contact Center Expo 2019 All ResourcesNews and Press MetricNet Delivers Presentation on Omnichannel Customer Care at ICMI’s Contact Center Expo 2019 Incline Village, NV, May 15, 2019 (Newswire.com) - Jeff Rumburg, Co-Founder and Managing Partner of MetricNet, presented Session 106, ‘It’s an Omnichannel World - The Brave New World of Omnichannel Agents!’,…Angela IrizarryMay 15, 2019
Mean Time to Resolve | Metric of the Month All ResourcesDesktop SupportMemberMetric of the Month Mean Time to Resolve | Metric of the Month NEW 2020 MTTR webcast can be found here. Incident mean time to resolve (MTTR) is a service level metric for both service desk and desktop support that measures the average…Jeffrey RumburgMay 8, 2019
