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.
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Home » Welcome to MetricNet Live
Mr. Rumburg will be presenting Session 702, “The Changing Landscape of Continuous Improvement”. This session will present two case studies from prominent companies that have implemented real-time benchmarking with their SaaS ITSM tools. It will document their paths from relative immaturity to world-class performance.
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In this session, Jeff Rumburg will share the results of MetricNet’s 2015 Global Benchmarking Initiative for Service and Support, discuss the methodology, define the KPIs used for benchmarking, and share performance data from more than 140 companies worldwide.
This month we begin a two part series on Return on Investment for service and support. In part 1 I define how value is created in IT service and support. Next month, in part 2, I will go through a case study that calculates the ROI for a particular support organization.
