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Unleashing the Enormous Power of Service Desk KPIs was delivered February 11, 2014 to a record audience! Jeff Rumburg, Managing Partner at MetricNet, provided a comprehensive overview of best practices in Service Desk Performance Measurement.

Did you miss it? Here are some highlights:

Intro | A Simple Model for KPI Excellence


Quotable | Data, by itself, is worthless unless you are willing to act on it.

Think About It | Are you deploying your resources in such a way that you achieve the best possible result? You should be!

Quotable | Customer satisfaction is a losing proposition. Instead, focus on customer enthusiasm!

Best Practice | Measure performance on an ongoing basis, but remember that LESS really is MORE!

Poll | 30% of those on our call DON’T track first level resolution. Do you?

Resource | Download our Service Desk Balanced Scorecard Metric of the Month for an easy 6 step process.

Best Practice | Diagnose by benchmarking performance and conducting a gap analysis.

Audience Comment | Your Best Practices numbers have been invaluable.

Quotable | If you understand what the competition is doing, you can emulate it to build a sustainable competitive advantage!

Poll | Only 33% of those on our call have benchmarked their Service Desk within the past year. Have you?

Stat | Target speed of answer is right around 8% of your average handle time.

Best Practice | Prescribe by defining actions to close the gap and improve performance.

Q & A | Q: How is your cost per contact calculated? Is it fully burdened or agent cost per call or something different? A: It’s fully burdened. We include agent salaries and benefits, salaries and benefits for supervisors and team leaders, workforce schedulers, trainers, as well as QA/QC people. It also includes travel, training, office supplies, telecommunications and the occupancy expense/facilities cost. It is a fully loaded cost divided by all inbound contacts regardless of which channel.

Best Practice | Implement your action plan and improve performance.

Case Study | Within 10 months, a bottom quartile Service Desk moved into the top quartile by using our Simple Model for KPI Excellence.

Resource | CIOs: Service and Support is a proxy for CIO effectiveness! Read the whitepaper.

Quotable | The key to getting results is to TAKE ACTION!

Q & A | Q: When you say customer satisfaction, do you also mean customer experience management? A: Customer experience management is different than customer satisfaction. Customer satisfaction is the metric and customer experience management is the process of managing the customer to ensure that that metric is good. The bottom line: Be responsive, try to resolve on first contact if possible, try to resolve at first level if possible, and give the customer courteous and professional service.


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Jeffrey Rumburg

Jeff Rumburg is a co-founder and Managing Partner of MetricNet, where he is responsible for global strategy, product development, and financial operations for the company. As a leading expert in benchmarking and re-engineering, Mr. Rumburg authored a best selling book on benchmarking, and has been retained as a benchmarking expert by such well known companies as American Express, Hewlett-Packard, General Motors, IBM, and Sony. Mr. Rumburg was honored in 2014 by receiving the Ron Muns Lifetime Achievement Award for his contributions to the IT Service and Support industry. Prior to co-founding MetricNet, Mr. Rumburg was president and founder of The Verity Group, an international management consulting firm specializing in IT benchmarking. While at Verity, Mr. Rumburg launched a number of syndicated benchmarking services that provided low cost benchmarks to more than 1,000 corporations worldwide. Mr. Rumburg has also held a number of executive positions at META Group, and Gartner. As a vice president at Gartner, Mr. Rumburg led a project team that reengineered Gartner’s global benchmarking product suite. And as vice president at META Group, Mr. Rumburg’s career was focused on business and product development for IT benchmarking. Mr. Rumburg’s education includes an M.B.A. from the Harvard Business School, an M.S. magna cum laude in Operations Research from Stanford University, and a B.S. magna cum laude in Mechanical Engineering. He is author of A Hands-On Guide to Competitive Benchmarking: The Path to Continuous Quality and Productivity Improvement, and has taught graduate-level engineering and business courses.

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