MetricNet is honored and excited to be presenting at the annual Support World Live Conference in Las Vegas, NV! This year, Jeff Rumburg, Managing Partner at MetricNet, will present:

Session 104: The Zero Touch Blueprint: Designing the Service Desk of the Future

Wednesday, May 21 at 10:15 AM 

The concept of a “Zero Touch Service Desk” has gained significant momentum, sparking discussions across the IT Service and Support industry. Imagine a world where users seamlessly resolve issues without the need to engage with live agents—a reality driven by innovations in automation, AI, and self-service solutions. But is this truly within reach, or is it an aspirational myth?

Join Jeff Rumburg, co-founder and Managing Partner at MetricNet, as he explores the realities of the Zero Touch Service Desk. Drawing from cutting-edge research, Jeff will reveal the driving forces behind this transformation, including AI, machine learning, chatbots, and next-gen self-service platforms. He’ll highlight the critical metric of “Agent Assisted Tickets per User per Month,” illustrating its significance in tracking progress towards Zero Touch.

Leveraging benchmarks and case studies, Jeff will showcase how global organizations have dramatically reduced ticket volumes by more than 50% in just two years, leveraging AI, chat and voice bots, advanced problem management, and user-centric self-service portals. While Zero Touch may not be a universal endpoint, the path toward it offers clear benefits, such as cost reduction, improved user experiences, and heightened efficiency.

Attendees will leave equipped with the knowledge and strategic tools necessary to navigate the Zero Touch landscape and drive service desk modernization within their organizations.

Request an appointment with Jeff Rumburg!