MetricNet Publishes 2019-2020 Contact Center and Technical Support Benchmarks All ResourcesNews and Press MetricNet Publishes 2019-2020 Contact Center and Technical Support Benchmarks INCLINE VILLAGE, Nev., April 14, 2020 (Newswire.com) - MetricNet has published the results of their global 2019-2020 Contact Center, Service Desk, and Desktop Support Benchmarks. The updated benchmarks are now available for immediate download via MetricNet’s website.…Angela IrizarryApril 14, 2020
All ResourcesMetric of the MonthService Desk Metrics that Matter | Tickets Prevented https://www.youtube.com/watch?v=wLF2-VPNzxM Preventing a ticket is always better than handling a ticket triggered by an incident or a service request. But how do we measure tickets prevented? Well, we start by measuring…Angela IrizarryApril 7, 2020
All ResourcesCall CenterDesktop SupportRecorded WebcastsService Desk Metrics that Matter: Service Level It's human nature to be impatient when in need of technical support or customer service. It doesn’t matter if customers are calling their bank, their cable company, or their company’s…Angela IrizarryMarch 23, 2020
MetricNet Awarded Speaking Slot at SITS 20 – the Service Desk & IT Support Show All ResourcesNews and Press MetricNet Awarded Speaking Slot at SITS 20 – the Service Desk & IT Support Show INCLINE VILLAGE, Nev., March 6, 2020 (Newswire.com) - MetricNet is pleased to announce that Jeff Rumburg, Managing Partner of MetricNet, has been selected as a speaker for SITS 20 – The Service Desk & IT Support…Angela IrizarryMarch 23, 2020
Three Pitfalls to Avoid when Gamifying Service Delivery All ResourcesCall CenterService Desk Three Pitfalls to Avoid when Gamifying Service Delivery We recently completed a project that focused on identifying the strategic tactics that service delivery organizations (i.e., contact centers and service desks) were deploying to reduce turnover and improve retention rates. Throughout our research, it became clear…Angela IrizarryMarch 9, 2020
All ResourcesCall CenterDesktop SupportRecorded WebcastsService Desk Metrics that Matter: Productivity | Utilization Agent salaries and benefits represent more than half of all service delivery costs. As a result, if agent utilization is high, cost will be correspondingly low. Conversely, when agent utilization…Angela IrizarryFebruary 27, 2020
Agent to Supervisor Ratio | IT Service Desk Metrics All ResourcesMemberMetric of the MonthService Desk Agent to Supervisor Ratio | IT Service Desk Metrics Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the metric, and discuss key correlations and cause-and-effect…Jeffrey RumburgFebruary 16, 2020
MetricNet Awarded Multiple Speaking Slots at Service Desk Institute’s 2020 Annual Conference All ResourcesNews and Press MetricNet Awarded Multiple Speaking Slots at Service Desk Institute’s 2020 Annual Conference INCLINE VILLAGE, Nev., January 31, 2020 (Newswire.com) - MetricNet is pleased to announce that Jeff Rumburg, Managing Partner of MetricNet, has been invited to facilitate a workshop and present two breakout sessions at The Service…Angela IrizarryJanuary 31, 2020
All ResourcesCall CenterDesktop SupportRecorded WebcastsService Desk Metrics that Matter: Cost per Unit of Work Cost per unit is a common metric throughout our economy. Many of you know the cost of a gallon of gas, or the cost for a cup of coffee, or…Angela IrizarryJanuary 30, 2020
Jeff Rumburg of MetricNet Named to HDI’s Top 25 Thought Leaders List for 2020 All ResourcesNews and Press Jeff Rumburg of MetricNet Named to HDI’s Top 25 Thought Leaders List for 2020 INCLINE VILLAGE, Nev., January 27, 2020 (Newswire.com) - For the fourth consecutive year, Jeff Rumburg, Managing Partner of MetricNet, LLC, was named one of HDI’s Top 25 Thought Leaders for 2020. Mr.…Angela IrizarryJanuary 27, 2020
