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Jeff Rumburg presented The Role of IT Leadership in Service and Support at the June HDI San Diego chapter meeting.
As the gateway to IT for most end users, service and support is the biggest driver of customer satisfaction and can generate a tremendous return on investment. IT leaders and managers who ignore these facts do so at their own peril, for the simple truth is this: the success and longevity of an IT management team are directly tied to the success of service and support. In this session, Jeff Rumburg will use benchmarking data and case studies to demonstrate the untapped value of all service and support organizations. Below you will find several resources that accompany the presentation. Additionally, links to resources Jeff referenced during the meeting are as follows:
Balanced Scorecard Builder
Sample Agent Job Satisfaction Surveys
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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.
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