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69% of customers said they were on hold for too long when seeking help from a company. – Harris Interactive, Customer Experience Impact Report

So how long is too long? What is the ideal Speed of Answer?

Join MetricNet Tuesday, February 11, 2014 for one of our most popular FREE training webcasts:  Unleashing the Enormous Power of Service Desk KPI’s!*. Register your entire team for the LIVE event.

Remember…Annual Agent Training Hours are strongly correlated with Call Quality, Customer Satisfaction, and Net First Contact Resolution Rate!  So take advantage of MetricNet’s highest rated free training session to improve the performance of your service desk!

Attendees will learn:

– How the industry’s top performing Service Desks track and trend their performance.

– How to use KPI’s diagnostically to achieve World-Class Performance.

– Best Practices in Service Desk Performance Measurement and Management.

-AND as always, a Question and Answer session will immediately follow the webcast!

Share the Knowledge! Let your friends and colleagues know about this webcast too so they can register too.

Don’t forget that you can share key points and follow along during the webcasts on Twitter using #MetricNetLive!

*Seats are limited, and you must register in advance. All attendees of the live event will receive a copy of the presentation slides! If you’re unable to join us live, please register anyway, as we will send you a link to the webcast recording.

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Jeffrey Rumburg

Jeff Rumburg is a co-founder and Managing Partner of MetricNet, where he 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. Mr. Rumburg was honored in 2014 by receiving the Ron Muns Lifetime Achievement Award for his contributions to the IT Service and Support industry. 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. As a vice president at Gartner, Mr. Rumburg led a project 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.

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