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.
Find answers to commonly asked questions regarding MetricNet products and services.
Our sample reports are available for Service Desk, Desktop Support, and Contact Center peer group benchmarks, benchmarking data files, and industry benchmarks.
Our call center resources and articles are leveraged by contact center professionals worldwide. New on-demand training courses can be found here as well.
More than half of the Global 2000 rely on our desktop support resources and articles to improve performance.
Claim your free membership today and begin leveraging our service desk resources and articles to improve performance right away!
This section of our Resource Library contains comprehensive metrics ebooks and introductory guides.
Familiarize yourself with the KPIs that really matter to your organization and to provide you with actionable insight on how to leverage these KPIs to improve your performance!
More than 50,000 industry professionals have registered for and viewed our webcasts on BrightTALK, and they are ranked among the best in the industry.
A range of free and downloadable whitepapers
CONTACT US
(775) 298-7772
Home » Service Management World Live 2022
Click here to download the updated presentation slides!
Enterprise service management (ESM) is changing the landscape of corporations worldwide. The concept is pretty straightforward: much as IT services are managed according to the 50-year-old discipline of IT service management (ITSM), you can manage non-IT enterprise services, such as HR, facilities, and security, by using a similar set of principles and frameworks.
Effective management of ESM requires both tactical and strategic metrics. The tactical metrics tell you how well you’re executing, while your strategic metrics indicate whether you’re executing against the right objectives, such as maximizing ROI, optimizing your channel mix, preventing tickets, and maturing your industry best practices. For any ESM organization that’s interested in doing the right thing and doing things right, the strategic metrics of ESM are critical to success. In this session, Jeff Rumburg will share the industry’s latest benchmarks on ESM, talk about the critical differences between ESM and ITSM, and discuss the top strategic KPIs of ESM that your team should consider.
