Resource Library
Knowledge & Resources
Explore our comprehensive library of whitepapers, best practices, benchmarking insights, and training resources for IT service and support professionals.
Articles
270 results — page 1 of 12
Desktop SupportAug 27, 2026
The Unexpected Effect of AI on Desktop Support and Field Services
Why the biggest AI impact on desktop support and field services may not be faster technicians, but fewer tickets reaching them at all.
Service DeskAug 26, 2026
Who Do You Call First? AI and the IT Service Desk
How user-adopted AI will reshape the IT service desk — and why the most disruptive AI may be the AI the service desk never sees.
Whitepapers & ResearchAug 26, 2026
Why Outsourcers Are Winning the AI Race
How demonstrated AI experience is becoming a decisive source of advantage in enterprise IT support outsourcing.
News & PressJan 23, 2026
Jeff Rumburg Inducted into HDI’s New Thought Leaders Hall of Fame – 2026 Top 25 Thought Leaders
Contact CenterApr 24, 2025
Contact Center Training | Benchmarks From the Front Lines of AI - The Unique Metrics of AI
News & PressJan 15, 2024
Jeff Rumburg of MetricNet Named to HDI’s Top 25 Thought Leaders List for 2024
News & PressNov 6, 2023
MetricNet Launches Groundbreaking On-Demand Benchmarks for Service Desks and Contact Centers
Service DeskOct 9, 2023
11 Reasons Outsourcing Relationships Fail - Vendors Do Not Adequately Train Their Personnel
Service DeskSep 21, 2023
11 Reasons Outsourcing Relationships Fail - Vendors Experience Extremely High Turnover
News & PressJun 12, 2023
MetricNet Launches Captivating New Podcast Series for IT Service and Support Professionals
Technology & AIJun 2, 2023
What Are The Metrics of Artificial Intelligence in Service and Support?
Service DeskMar 29, 2023
The Zero Touch Service Desk - Myth or Reality?
Contact CenterMar 16, 2023
Contact Center Metrics Essentials Module 9 | The Metrics Hierarchy
Desktop SupportMar 14, 2023
7 Steps to Future-Proof Your IT Service and Support Career in the Age of AI
Desktop SupportMar 14, 2023
The Fallacy of Email in IT Service and Support
Desktop SupportMar 14, 2023
Why CSAT is Still Crucial in IT Service and Support: Debunking the XLA Hype
Contact CenterMar 8, 2023
Contact Center Metrics Essentials Module 8 | The Agent Balanced Scorecard
Mar 1, 2023
Sample Contact Center Agent Scorecard
Contact CenterFeb 24, 2023
Short Abandons | Best Practices for Measuring Call Abandonment Rate
Contact CenterFeb 24, 2023
Strategies to Reduce Wasted Time in the Contact Center
Feb 13, 2023
What is the ideal schedule adherence target for customer service agents?
Service DeskJan 6, 2023
Benefits and Drawbacks to 5 Common Pricing Models in the Service Desk Industry
News & PressJan 4, 2023
Jeff Rumburg of MetricNet Named to HDI’s Top 25 Thought Leaders List for 2023
Service DeskDec 15, 2022