MetricNet offers Contact Center benchmarks with cost, quality, and service level metrics for organizations that operate their own internal contact centers as well as those that outsource the contact center to a managed service provider.
MetricNet offers Service Desk benchmarks with cost, quality, and service level metrics for organizations that operate their own internal service desks as well as those that outsource the service desk to a managed service provider.
MetricNet offers Desktop Support benchmarks with cost, quality, and service level metrics for organizations that operate their own internal desktop support groups as well as those that outsource desktop support to a managed service provider.
Find answers to commonly asked questions regarding MetricNet products and services.
Our sample reports are available for Service Desk, Desktop Support, and Contact Center peer group benchmarks, benchmarking data files, and industry benchmarks.
Real-world examples of how MetricNet's solutions drive client success and performance improvements.
Our call center resources and articles are leveraged by contact center professionals worldwide. New on-demand training courses can be found here as well.
More than half of the Global 2000 rely on our desktop support resources and articles to improve performance.
Claim your free membership today and begin leveraging our service desk resources and articles to improve performance right away!
This section of our Resource Library contains comprehensive metrics ebooks and introductory guides.
Familiarize yourself with the KPIs that really matter to your organization and to provide you with actionable insight on how to leverage these KPIs to improve your performance!
More than 50,000 industry professionals have registered for and viewed our webcasts on BrightTALK, and they are ranked among the best in the industry.
A range of free and downloadable whitepapers
Subscribe to stay updated on our latest episodes and deepen your understanding of this ever-evolving field. (Opens YouTube in a new tab.)
Home » HDI 2016
MetricNet is honored and excited to be presenting at the annual HDI Conference in Orlando, Florida!
This year, Jeff Rumburg, Winner of the 2014 Ron Muns Lifetime Achievement Award and Managing Partner at MetricNet, will present:
Wednesday, April 13 at 10:15 AM
Desktop support has evolved dramatically in recent years. From virtualization and remote desktop control, to the rise of SWAT teams and staff augmentation, most desktop support organizations bear no resemblance to their predecessors. In this session, you’ll receive industry data that illustrates key trends in desktop support. Jeff Rumburg will reveal the underlying drivers of these trends and their implications for the future of desktop support, including what today’s KPIs tell us about the future, the impact on people, process, and technology, and how to position desktop support for future success.
Thursday, April 14 at 10:00 AM
“You can’t manage what you don’t measure”: This is particularly true in service and support, where effective performance measurement is a prerequisite for effective decision making. Despite their importance, few support organizations leverage KPIs to their full potential. In this session, Jeff Rumburg will present industry case studies illustrating the diagnostic power of metrics. You’ll learn how successful support organizations use KPIs to track and trend performance over time, benchmark performance, identify performance gaps, diagnose the underlying drivers of performance gaps, prescribe actions to improve performance, and take steps to optimize performance.
Don’t forget to follow #HDIConf and #MetricNetLive on Twitter during the conference!
Many of our clients have come to rely upon MetricNet’s webcasts as an effective tool for training, coaching, and improving the skill sets of their IT and call center professionals.
©2022 Metricnet, Llc. All Rights Reserved Worldwide