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MetricNet is honored and excited to be presenting at the annual HDI Conference in Las Vegas, NV!

This year, Jeff Rumburg, Winner of the Ron Muns Lifetime Achievement Award. one of HDI’s Top 25 Thought Leaders and Managing Partner at MetricNet, will present:

Pre 8: Succeeding With Metrics! Leveraging KPIs For Continuous Service Improvement

Monday, April 9 at 8:00 AM

In this workshop, MetricNet’s research, gathered from literally thousands of IT Service and Support benchmarks, will illustrate that the vast majority of IT service and support organizations use metrics to track and trend their performance – but nothing more! Unfortunately, in this mode, an IT service and support organization misses the real value of performance measurement by failing to exploit the diagnostic capabilities of KPIs, and the call-to-action potential of KPIs.

Session 302: How Southwest Airlines Used Metrics to Reach a Higher Plane (Case Study)

Wednesday, April 11 at 3:00 PM

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In 2016, Southwest Airlines’ service desk faced a number of serious challenges. Costs were above average, service levels were poor, the adoption rate of chat was near zero, and agents had no career path. A benchmark revealed that their metrics discipline was at the root of many of these challenges. Fast forward a year and you’ll find that Southwest now has one of the best performing service desks in the industry. By maturing their metrics, they’ve reduced costs while improving customer satisfaction, first contact resolution rate, service levels, and agent job satisfaction. Moreover, chat now represents more than 30% of their ticket volume, and agents have a well-defined career path! This case study session illustrates how Southwest leveraged metrics to close performance gaps and achieve world-class performance in less than 12 months.

HDI Solutions Spotlight

Wednesday, April 11 at 5:30pm – 7:30pm

Session 604: The Enterprise Service Desk: The Greatest Opportunity in a Generation!

Thursday, April 12 at 4:00 PM

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ITSM is now a decades-old discipline. So why, then, do most company services— including human resources and facilities management—still operate with ad hoc processes and little understanding of key success factors? There’s an enormous opportunity for IT support professionals to provide leadership and enhance their careers by imparting the lessons of service management to non-IT enterprise services. This session will show you how! You’ll learn how IT can lead the way in enterprise services, identify success factors for the emerging enterprise service desk, and explore case studies in successful enterprise service management. The enterprise service desk is a once-in-a-generation career opportunity that’s not to be missed!

Session 701: TECHTalk with Rae Ann and Rumburg

Friday, April 13 at 9:00 AM

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Need a definitive answer for how many techs you should have in desktop support? Are you searching for ways to stop last-minute requests, project tasks, and unnecessary escalations? Join us for the first-ever, exclusive TECHTalk session where industry giants Rae Ann Bruno and Jeff Rumburg will answer your burning questions. Walk away with a proven methodology for determining desktop support headcount as well as methods for identifying “shifting left” and getting out of the reactive grind to become more proactive and efficient.

Request a call from MetricNet!

Service Desk Staffing

How Many Agents Do You Need?

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Optimizing headcount is a common challenge in most support groups. In fact, MetricNet has found that the vast majority of service and support organizations are either under-staffed or over-staffed, and each comes with its own set of problems.

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Desktop Support Staffing Ratios

How Many Technicians do You Need?

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