Performance measurement and management is a critical discipline that must be mastered for any support organization that aspires to world-class performance. The average service delivery organization (i.e., Service Desk, Help Desk, Contact Center, Desktop Support group) tracks more than 20 metrics. This is a classic example of quantity over quality, where service and support managers wrongly assume that they are doing something useful by tracking all these metrics. The vast majority of these metrics, however, are only marginally relevant at best. Join MetricNet’s Managing Partner, Jeff Rumburg, for a new webcast series where he will identify the 7 KPIs that really matter for service delivery organizations, share why each KPI is critically important, reveal key drivers of the KPI, and present benchmarking data for the KPI.
The Future Of Service And Support: A Brave New World!
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Date: January 21, 2021 at 2:00PM EDT
IT Service and Support organizations worldwide are moving aggressively towards new business models. ITIL 4, AI, and hiring practices that place a premium on business skills are radically altering the landscape of the industry. A bright future awaits those who are prescient enough to embrace these industry megatrends, while those who are slow to adapt will operate at a significant disadvantage for many years to come.
In this webcast, Jeff Rumburg, Managing Partner at MetricNet, will use industry benchmarking data to connect the dots and present a vision of the service organization of the future. Attendees will learn how people, process and technology are converging upon a tipping point that will radically reshape the support industry of the future.
The Current State of AI in Service and Support
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Date: February 18, 2021 at 2:00PM EDT
The current state of AI in service and support is underwhelming. Promises of bot-powered agentless support, problems that automatically correct themselves, and preemptive problem resolution—the holy grail of service and support—have gone largely unfulfilled.
But there are bright spots on the landscape. I have seen more than 100 demonstrations of AI tools in the past few years. Only recently have these demos convinced me that we are at an inflection point with AI. There are now credible demonstrations of AI that not only exceed the capability of human experts, but are getting smarter over time. They exhibit true machine learning.
In this webcast, Jeff Rumburg, Managing Partner at MetricNet, will provide a recap of where we are, and what’s still on the horizon.
Rightsizing IT Service and Support – Staffing Ratios
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Date: March 18, 2021 at 2:00PM EST
One of the most common questions I hear from IT support managers is “How many analysts or technicians do I need to support our end users?” It’s a great question, but one that is rarely answered adequately. The result is that many IT Service and Support teams are not staffed properly because they do not follow any sort of proven methodology when making headcount decisions. Instead, they rely on “gut feel” or “instinct” when it comes to IT Service and Support staffing.
In this webcast, MetricNet defines a methodology for determining the appropriate headcount for the service desk and desktop support. Using MetricNet’s headcount methodology, your IT Service and Support functions can be assured that they will be staffed to meet the needs and expectations of their customers, while simultaneously delivering services in an efficient, fiscally responsible manner.
Rightsizing the Contact Center – Customer Care Staffing Ratios
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Date: April 22, 2021 at 2:00PM EST
One of the most common questions I hear from contact center managers is “How many agents do I need to support our customers?” It’s a great question, but one that is rarely answered adequately. The result is that many contact centers are not staffed properly because they do not follow any sort of proven methodology when making headcount decisions. Instead, they rely on “gut feel” or “instinct” when it comes to contact center staffing.
In this webcast, MetricNet defines a methodology for determining the appropriate headcount for the contact center. Using MetricNet’s headcount methodology, your customer care functions can be assured that they will be staffed to meet the needs and expectations of their customers, while simultaneously delivering services in an efficient, fiscally responsible manner.
The Economic Impact of IT Service and Support – Building Your Profit Center
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Date: May 20, 2021 at 2:00PM EST
Most IT departments can tell you how much they spend on support. But very few can quantify the economic impact of support. The result is that many IT service and support organizations are on the defensive when it comes to budgeting and spending, and often struggle just to get the funding needed to deliver adequate levels of support.
In recent years a handful of pioneering organizations have adopted a different strategy when it comes to support – a strategy that emphasizes value over cost – and they routinely deliver benefits far in excess of their costs. Support groups that understand and quantify their value propositions gain a number of important advantages; chief among them is the ability to obtain funding and other resources based upon the economic benefits of the support they deliver.
In this webcast, Jeff Rumburg will share a case study example that illustrates how one organization leveraged MetricNet’s ROI calculations and methodology to propel themselves from a cost center to a value-centric Center of Excellence within the Enterprise!
Enterprise Service Management (ESM) is Here to Stay
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Date: June 17, 2021 at 2:00PM EST
Within the last month alone, I have consulted with corporate contact centers that support human resources, collections, customer service, and vendor support. In every case I have been struck by…how primitive they are! This is not meant as an insult. It is simply an empirical observation and reminds me of the early days of the IT service and support industry. Workforce scheduling, if conducted at all, is a labor-intensive process that is done on spreadsheets. Reporting is ad-hoc, and provides no real insight into performance, let alone the actions that might bring about continual service improvement. Process documentation is very limited, at best. And agent morale is generally poor.
Sound familiar? The good news is that you’re not alone. The better news is that there’s likely to be a well-worn path, blazed by corporate IT, that can dramatically improve performance for non-IT services, and enable them to achieve a level of maturity in weeks or months that took IT 31 years of incremental, trial-and-error effort to achieve. Does ESM sound too good to be true? Well, it’s not. And there’s plenty of evidence, and numerous ESM case studies to back this assertion.
Key questions to be addressed in this webcast include:
- What is an ESM, and how does it differ from a traditional ITSM?
- Does IT typically take the lead on enterprise services?
- Which corporate functions are most easily integrated into enterprise service management?
- How long does it take to mature ESM?
- What KPIs should be used for ESM?
- Can we have all the same channels for enterprise support that we use for IT support?
- Who should be in charge of ESM?
- Is it true that some companies have an Enterprise Service Officer or Chief Service Officer? Does that person work in IT?
Are Your Contact Center Performance Targets on Target?
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Date: July 22, 2021 at 2:00PM EST
Despite all the data that contact center managers have at their fingertips, many fail to establish realistic performance targets. In fact, fewer than 50% of contact centers have assigned performance targets for their KPIs yet setting performance targets is crucial for managing and measuring contact center performance! Moreover, the most effective way to establish performance targets is through industry benchmarks.
Using MetricNet’s proprietary Excel based Performance Targets Calculator and industry benchmarks for First Contact Resolution Rate, Cost per Contact/Ticket, Customer Satisfaction and Service Levels, Jeff Rumburg will illustrate how all contact center managers can easily establish realistic performance targets for the contact center!
Additionally, Jeff will share a case study from one of the largest retail banks in the world on how performance targets transformed both the culture and performance of their contact center.
Are Your Service Desk Performance Targets on Target?
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Date: August 19, 2021 at 2:00PM EST
Despite all the data that service desk managers have at their fingertips, many fail to establish realistic performance targets. In fact, fewer than 50% of service desks have assigned performance targets for their KPIs yet setting performance targets is crucial for managing and measuring service desk performance! Moreover, the most effective way to establish performance targets is through industry benchmarks.
Using MetricNet’s proprietary Excel based Performance Targets Calculator and industry benchmarks for First Contact Resolution Rate, Cost per Contact/Ticket, Customer Satisfaction and Service Levels, Jeff Rumburg will illustrate how all service desk managers can easily establish realistic performance targets for the service desk!
Additionally, Jeff will share a case study from one organization on how performance targets transformed both the culture and performance of their service desk.
You May Have Missed…
Hacking ITIL Knowledge Management
On Demand – Watch Now!
Date: December 10, 2020 at 2:00PM EST
Instead of doggedly pursuing training, certification, and maturation…. and then waiting years to see any kind of benefit from all that effort, many organizations have decided instead to hack ITIL. An ITIL hack is simply a shortcut that allows you to achieve the benefits of a mature ITIL practice without having to go through months or even years of effort.
In a benchmark that MetricNet performed for one of the largest tech companies in the world, it was discovered that this organization had more than 5,000 knowledge articles, but many of the articles were out of date, and the knowledge base was rarely used. Within a year, the service desk at this tech company had updated almost 300 knowledge articles that accounted for more than two thirds of all tickets.
Attendees of this webcast will learn the four simple, but very effective steps this organization took to realize all the benefits of ITIL, without going through the pain of maturing the formal ITIL practice of knowledge management. Additionally, attendees will learn the key success factors this organization used to measure their progress.
Hacking ITIL Problem Management
On Demand – Watch Now!
Date: November 12, 2020 at 2:00PM EST
Instead of doggedly pursuing training, certification, and maturation…. and then waiting years to see any kind of benefit from all that effort, many organizations have decided instead to hack ITIL. An ITIL hack is simply a shortcut that allows you to achieve the benefits of a mature ITIL practice without having to go through months or even years of effort.
In a benchmark that MetricNet performed for one of the largest insurance companies in the world, it was discovered that end users in this company were logging an average of 2 service desk incidents per month. That’s about double the industry average, which was concerning not only because the average cost of a ticket at level 1 was about $25, but also because every ticket represents productive time that’s lost by the user. And that’s usually the bigger cost – that is, the lost user productivity – rather than the direct cost of support.
In this webcast, Jeff Rumburg will reveal how this this organization reached their goal of 50% reduction in total incidents – not in a year – but in less than six months! Attendees will learn the four simple, but very effective steps this organization took to realize all the benefits of ITIL, without going through the pain of maturing the formal ITIL practice of problem management.
Metrics Roundup – Industry Benchmarks for IT Service and Support
On Demand – Watch Now!
Date: October 20, 2020 at 2:00PM EDT
Many Service and Support professionals are unfamiliar with the key performance indicators (KPIs) that are important to track and trend and even fewer are aware of what constitutes acceptable performance. In this session, Jeff Rumburg will share the results of MetricNet’s 2020 Global Benchmarking Initiative for Service and Support, discuss the methodology, define the KPIs used for benchmarking, and share performance data from more than 140 companies worldwide.
Metrics that Matter – The Emerging Metrics of Channel Mix
On Demand – Watch Now!
Date: September 24, 2020 at 2:00PM EDT
Channel mix is the percentage of incoming tickets that arrive at the service desk through various channels. The most common channels include walk-up, voice, email, web, chat, and self-help. Channel mix at level 1 is rapidly evolving and is considered one of the industry’s megatrends. In 2007 voice calls represented almost 80% of all ticket volume. Today, voice accounts for just over 50% of incoming ticket volume.
There are, however, better end states for channel mix, and less optimal end states for channel mix. In this webcast, Jeff Rumburg will share the key drivers of channel mix, strategies to optimize channel mix, and guiding principles from organizations that come closest to truly optimizing their incoming channel mix.
Metrics that Matter – The Metrics of Shift Left
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Date: August 25, 2020 at 2:00PM EDT
Organizations that haven’t spent a great deal of time shifting left—that is, moving tickets from desktop support to Level 1 service desk, or from Level 1 service desk to Level 0 self-help—are missing out on a significant cost-reduction strategy.
Recent MetricNet benchmarks show that 18% of all tickets resolved by desktop support could have been, and should have been, resolved by the Level 1 service desk. These unnecessary escalations result in hidden support costs that often go unnoticed because they are rarely tracked. Moreover, shadow IT – where employees bypass the service desk and send issues directly to technicians or managers – left unchecked can cause costs to skyrocket.
In this webcast, we will share case study examples and key success metrics from support organizations that identified opportunities to reduce or eliminate 1) unnecessary escalations through cross-training and knowledge maturation, 2) workload drivers through self-service or automation and 3) ticket volume through ITIL Process Maturation – specifically Incident and Problem Management.
Metrics that Matter – Balanced Scorecard
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Date: July 30, 2020 at 2:00PM EDT
Despite all the data that support managers have at their fingertips, most cannot answer a very basic question: How is my support organization performing? MetricNet’s research shows that establishing a single, overall performance metric for your support organization is critical. We call this metric the balanced score because it truly does communicate a balanced picture of performance.
The balanced scorecard is a mechanism that aggregates the most important metrics—all those we have covered in our Metrics that Matter series—into a single, all-inclusive measure of performance. The value of this metric, when tracked over time, is that lets you determine whether overall performance is improving or getting worse. Moreover, it provides a useful benchmark for comparing your performance against other support organizations.
Learn how to construct a balanced scorecard in this new MetricNet webcast! Additionally, all attendees will receive a complimentary scorecard template from MetricNet.
Metrics that Matter – Agent Job Satisfaction
On Demand – Watch Now!
Date: June 23, 2020 at 2:00PM EDT
Agent Job Satisfaction is a bellwether metric that impacts many other metrics in service and support. It is positively correlated with customer satisfaction and negatively associated with absenteeism and turnover, meaning that absenteeism and turnover go down as agent job satisfaction goes up. It turns out that the adage “happy agent equals happy customer” is not just a cliché; it can be demonstrated empirically!
As a 30-year veteran of this industry, I have seen support organizations struggle more often than not with poor morale and low job satisfaction. The good news is that both of these factors are controllable. By managing agent job satisfaction, you are simultaneously driving higher levels of agent engagement. Some of the primary levers you have for driving job satisfaction, and hence agent engagement, include training, coaching, and career pathing. Additionally, psychometric testing and agent scorecards are two underutilized tools that can have a significant positive impact on agent engagement in the workplace. Finally, compensation levels that are well above the market minimum not only produce higher levels of job satisfaction, but they also create economic benefits for the contact center that far outweigh the cost of higher salaries.
Learn how to capture and calculate agent job satisfaction in this new MetricNet webcast! Additionally, Jeff Rumburg will reveal the primary levers support organizations have for driving job satisfaction, demonstrate the strong correlation job satisfaction has with other key metrics, and share benchmarking ranges for a representative cross-section of North American support organizations.
Ask the Expert! Live Metrics Q&A!
On Demand – Watch Now!
Date: June 16, 2020 at 2:00PM EDT
Everyone has questions about metrics, but they don’t always know where to go to get answers. Enter Jeff Rumburg, our metrics master! If you’ve ever wondered about averages and ranges for some of the industry’s top KPIs or looked for better ways to diagnose performance gaps, this is the webcast for you. We’ll focus on a range of concepts, including the link between metrics and business outcomes, metrics and continuous improvement, the cause-and-effect relationship between KPIs, metrics, and accountability, and metrics as a diagnostic tool for continuous improvement. Fast-paced and packed with valuable insight, this webcast will help you better leverage your metrics to drive strategic value for the business.
Your Host and Metrics Expert: Jeff Rumburg, MetricNet CEO
Your Q&A Moderator: Angela Irizarry, MetricNet President
Metrics that Matter – Customer Satisfaction
On Demand – Watch Now!
Date: May 28, 2020 at 2:00PM EDT
Customer satisfaction and cost per ticket are the yin and yang of a service organization. These metrics are in constant tension, and every service organization grapples with how to strike an appropriate balance between the two. With no restraints on spending, it is relatively easy for a support organization to “spend its way” to high customer satisfaction. Conversely, if customer satisfaction is not an issue, a support organization can reduce its costs almost indefinitely.
Every support organization should be tracking customer satisfaction on an ongoing basis because it is a measure of how effectively a support organization conducts its business. Moreover, every support manager should be regularly asking: If customer satisfaction is one of the “foundation metrics”, how can we affect it? How can we improve it? Put another way, if customer satisfaction is suffering, what is the diagnosis?
Learn how to capture and calculate customer satisfaction in this new MetricNet webcast! Additionally, Jeff Rumburg will discuss the tradeoff between cost and quality, and share the key drivers of customer satisfaction along with benchmarking ranges for a representative cross-section of North American support organizations.
Remote Contact Center Agents: The Kinecta Success Story
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Date: May 14, 2020 at 2:00PM EDT
Everyone has questions about how to measure and manage the performance of work at home contact center agents, but they don’t always know where to go to get answers. Enter Jeff Rumburg, our metrics master, and Tonya Haynes, the Director of Kinecta Federal Credit Union’s Member Contact Center and one of the industry’s most passionate Contact Center leaders! In this webcast, we’ll focus on the Kinecta success story. Attendees will learn how transitioning to a work at home model improved schedule adherence, reduced absenteeism, and led to near perfect service levels despite a dramatic increase in contact volume! Additionally, Tonya will share her experience managing a blended team of veteran agents, new hires, and branch staff that have never once stepped foot in the contact center. Fast-paced and packed with valuable insight, this webcast will help you better measure and manage your remote contact center agents more effectively and offer compelling proof of concept for the viability of work at home agents.
Metrics that Matter – First Contact Resolution
On Demand – Watch Now!
Date: April 30, 2020 at 2:00PM EDT
First-contact resolution (FCR), as the name suggests, measures the percentage of tickets resolved on first contact with the customer. A high FCR is almost always associated with high levels of customer satisfaction. FCR is a measure of how effectively your service delivery organization conducts its business and is a function of many factors, including the complexity and types of transactions handled, the experience of your agents, the quality of agent training, and tools such as knowledge management and remote control. The metric is most often measured monthly, because a monthly timeframe is long enough to provide statistical significance. But it can also be measured annually, weekly, daily, or even hourly.
Nine times out of ten, when customer satisfaction needs improvement, this can be achieved by increasing first-contact resolution. This is why world-class support organizations pay so much attention to this metric. They engage in a variety of tactics to continuously improve first-contact resolution, including technician training, investments in knowledge management, and remote-control tools.
Learn how to capture and calculate FCR in this new MetricNet webcast! Additionally, Jeff Rumburg will share the key drivers of FCR, benchmarking ranges for FCR, and explain the critical difference between Net and Gross FCR.
Ask the Expert! Live Metrics Q&A!
On Demand – Watch Now!
Date: April 28, 2020 at 2:00PM EDT
Everyone has questions about metrics, but they don’t always know where to go to get answers. Enter Jeff Rumburg, our metrics master! If you’ve ever wondered about averages and ranges for some of the industry’s top KPIs or looked for better ways to diagnose performance gaps, this is the webcast for you. We’ll focus on a range of concepts, including the link between metrics and business outcomes, metrics and continuous improvement, the cause-and-effect relationship between KPIs, metrics, and accountability, and metrics as a diagnostic tool for continuous improvement. Fast-paced and packed with valuable insight, this webcast will help you better leverage your metrics to drive strategic value for the business.
Your Host and Metrics Expert: Jeff Rumburg, MetricNet CEO
Your Q&A Moderator: Angela Irizarry, MetricNet President
Metrics that Matter – Productivity
On Demand – Watch Now!
Air Date: February 27, 2020 at 2:00PM EST
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 is low, agent costs, and hence cost per contact or cost per ticket, will be correspondingly high.
Just as world-class service delivery organizations are obsessive about maintaining high customer satisfaction levels, they are equally committed to keeping their costs in check. They do this primarily by maintaining tight control over agent utilization. This has the effect of minimizing cost per contact and cost per ticket. That said, extremely high agent utilization can actually increase your costs by driving agent turnover and absenteeism higher. Whenever agent utilization rates approach 60–70 percent, a service desk will experience relatively high agent turnover because they are pushing the agents too hard. Extremely high utilization leads to burnout, higher turnover, higher absenteeism, and lower morale in the service desk.
Learn how to capture and calculate agent utilization in this new MetricNet webcast! Additionally, Jeff Rumburg will reveal why this KPI is so important, share the key drivers of agent utilization, and provide benchmarking ranges for this critical KPI.
Metrics that Matter – Service Level
On Demand – Watch Now!
Date: March 23, 2020 at 2:00PM EDT
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 internal technical support department. They want a resolution to their problem or an answer to their question right then and there! Unfortunately, they are often met with barriers to quick resolution such as long speeds of answer due to understaffing or terribly complicated IVR logic that leads to behavior based on frustration including call abandonment.
Many service level agreements include targets for call abandonment, average speed of answer, and mean time to resolve. Although a low abandonment rate, speed of answer, and mean time to resolve are worthy objectives, many service delivery organizations go too far in trying to enforce aggressive service levels. Those who pursue this strategy typically believe that aggressive service levels are a prerequisite for achieving high customer satisfaction levels. The truth is that aggressive service levels will not necessarily lead to higher levels of customer satisfaction.
Learn how to set appropriate service level targets in this new MetricNet webcast! Additionally, Jeff Rumburg will define the most common service level metrics, reveal why service level targets are so important, and provide benchmarking ranges for the most common service level metrics.
Metrics that Matter – Productivity
On Demand – Watch Now!
Air Date: February 27, 2020 at 2:00PM EST
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 is low, agent costs, and hence cost per contact or cost per ticket, will be correspondingly high.
Just as world-class service delivery organizations are obsessive about maintaining high customer satisfaction levels, they are equally committed to keeping their costs in check. They do this primarily by maintaining tight control over agent utilization. This has the effect of minimizing cost per contact and cost per ticket. That said, extremely high agent utilization can actually increase your costs by driving agent turnover and absenteeism higher. Whenever agent utilization rates approach 60–70 percent, a service desk will experience relatively high agent turnover because they are pushing the agents too hard. Extremely high utilization leads to burnout, higher turnover, higher absenteeism, and lower morale in the service desk.
Learn how to capture and calculate agent utilization in this new MetricNet webcast! Additionally, Jeff Rumburg will reveal why this KPI is so important, share the key drivers of agent utilization, and provide benchmarking ranges for this critical KPI.
Metrics that Matter – Cost
On Demand – Watch Now!
Aired Date: January 30, 2020 at 2:00PM EST
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 the cost of a movie ticket. Yet surprisingly, many service and support managers do not know their own cost per contact or cost per ticket.
In any service delivery organization, cost, or more accurately unit cost, is critically important. cost per ticket is a measure of how efficiently a service desk conducts its business. A higher than average cost per ticket is not necessarily a bad thing, particularly if accompanied by higher than average customer satisfaction and service levels. Conversely, a low cost per ticket is not necessarily good, particularly if the low cost is achieved by sacrificing service levels or customer satisfaction. Every service desk should track and trend cost per ticket on a monthly basis.
Learn how to capture and calculate cost per unit of work in this new MetricNet webcast! Additionally, Jeff Rumburg will reveal why this KPI is so important, share the key drivers of cost, and provide benchmarking ranges for both cost per contact and cost per ticket.
Benchmarking Roundup: Summary of 2019 Call Center Benchmarks on BrightTALK
On Demand – Watch Now!
Date: December 4, 2019 at 2:00PM EST
Many Call Center professionals are unfamiliar with the key performance indicators (KPIs) that are important to track and trend and even fewer are aware of what constitutes acceptable performance. In this session, Jeff Rumburg will share the results of MetricNet’s 2019 Global Benchmarking Initiative for Call Centers, discuss the methodology, define the KPIs used for benchmarking, and share performance data from more than 140 companies worldwide.
Benchmarking Roundup: Summary of 2019 Service and Support Benchmarks on BrightTALK
On Demand – Watch Now!
Date: November 5, 2019 at 2:00PM EST
Many Service and Support professionals are unfamiliar with the key performance indicators (KPIs) that are important to track and trend and even fewer are aware of what constitutes acceptable performance. In this session, Jeff Rumburg will share the results of MetricNet’s 2019 Global Benchmarking Initiative for Service and Support, discuss the methodology, define the KPIs used for benchmarking, and share performance data from more than 140 companies worldwide.
Unleashing the Enormous Power of Call Center KPIs on BrightTALK
On Demand – Watch Now!
Date: October 8, 2019 at 2:00PM EDT
In Unleashing the Enormous Power of Call Center KPIs, MetricNet provides an overview of the Best Practices in Call Center Performance Measurement. Our best practices help call centers lower costs and increase customer satisfaction!
The Future of Desktop Support: What the KPIs are Telling Us on BrightTALK
On Demand – Watch Now!
Date: September 10, 2019 at 2:00PM EDT
Desktop support has evolved dramatically in recent years. From virtualization and remote desktop control, to the rise of SWAT teams and staff augmentation, most desktop support organizations bear no resemblance to their predecessors.
In this webcast, you’ll receive industry data that illustrates key trends in desktop support. Jeff Rumburg will reveal the underlying drivers of these trends and their implications for the future of desktop support, including what today’s KPIs tell us about the future, the impact on people, process, and technology, and how to position desktop support for future success.
The Future of Service and Support: A Brave New World!
On Demand – Watch Now!
Date: September 19, 2019 at 11:00AM EDT
September ITSM Academy Webinar
IT Service and Support organizations worldwide are moving aggressively towards new business models. ITIL 4, AI, and hiring practices that place a premium on business skills are radically altering the landscape of the industry. A bright future awaits those who are prescient enough to embrace these industry megatrends, while those who are slow to adapt will operate at a significant disadvantage for many years to come.
In this webcast, Jeff Rumburg, Managing Partner at MetricNet, will use industry benchmarking data to connect the dots and present a vision of the service organization of the future. Attendees will learn how people, process and technology are converging upon a tipping point that will radically reshape the support industry of the future.
Benchmarking: Identifying The Right Metrics And KPI’s
On Demand – Watch Now!
Date: September 18, 2019 at 2:00PM EDT
ICMI September Webinar Sponsored by Talkdesk
Identifying, tracking, and reporting on the right metrics and KPI’s is critical for the management of the contact center. Everything from the strategic positioning of the contact center to staffing, scheduling and operational needs depends on getting the metrics right. Benchmarking helps organizations understand where they can improve and where they are excelling compared to the competition.
In this webinar, benchmarking expert Jeff Rumburg will discuss current statistics and best practices for measuring contact center progress towards your goals.
Call Center Best Practices on BrightTALK
On Demand – Watch Now!
Date: August 6, 2019 at 2:00PM EDT
An overview of Call Center Best Practices.
HEAR how the industry’s top performing Call Centers Achieve World-Class Status!
LEARN key strategies for Enhancing your Call Center Performance!
APPLY Best Practices from your peers in the industry!
In this webcast, MetricNet will share the Key Success Factors from the industry’s top performing Call Centers!
Unleashing the Enormous Power of Service and Support KPIs on BrightTALK
On Demand – Watch Now!
Air Date: July 16, 2019 at 2:00PM EDT
An overview of best practices in Service and Support Performance Measurement.
HEAR how the industry’s top performing Service and Support organizations track and trend their performance!
LEARN how to use KPIs diagnostically to achieve World-Class Performance!
APPLY Best Practices in Service and Support Performance Measurement and Management!
In this webcast, MetricNet will share the key success factors in performance measurement from the industry’s top performing Service and Support organizations!
The Future of Service and Support: A Brave New World! on BrightTALK
On Demand – Watch Now!
Air Date: June 11, 2019 at 2:00PM EDT
IT Service and Support organizations worldwide are moving aggressively towards new business models. ITIL 4, AI, and hiring practices that place a premium on business skills are radically altering the landscape of the industry. A bright future awaits those who are prescient enough to embrace these industry megatrends, while those who are slow to adapt will operate at a significant disadvantage for many years to come.
In this webcast, Jeff Rumburg, Managing Partner at MetricNet, will use industry benchmarking data to connect the dots and present a vision of the service organization of the future. Attendees will learn how people, process and technology are converging upon a tipping point that will radically reshape the support industry of the future.
The Role of IT Leadership in Service and Support on BrightTALK
On Demand – Watch Now!
Air Date: May 7, 2019 at 2:00PM EDT
As the gateway to IT for most end users, service and support is the biggest driver of customer satisfaction and can generate a tremendous return on investment. IT leaders and managers who ignore these facts do so at their own peril, for the simple truth is this: the success and longevity of an IT management team are directly tied to the success of service and support. In this webcast, Jeff Rumburg will use benchmarking data and case studies to demonstrate the untapped value of all service and support organizations.
Service Desk Best Practices on BrightTALK
On Demand – Watch Now!
Air Date: April 16, 2019
In this webcast, MetricNet will share the key success factors from the industry’s top performing Service Desks. Attendees will:
HEAR how the industry’s top performing Service Desks achieve world-class status.
LEARN key strategies for enhancing your Service Desk performance.
APPLY Best Practices from your peers in the industry.
Turbocharge Your Contact Center Metrics With Benchmarking! on BrightTALK
On Demand – Watch Now!
Benchmarking is a proven tool for optimizing contact center performance. Effective benchmarking enables a contact center to quantify its performance, compare against others in the industry, identify performance gaps, and define the actions necessary to optimize performance. Industry data shows that contact centers that conduct annual benchmarking are far more likely to achieve world-class performance, yet fewer than 20% of all contact centers engage in benchmarking. In this webcast, Jeff Rumburg will demonstrate through case studies how benchmarking enables contact centers to optimize their performance. He will share the results of MetricNet’s 2018 Global Benchmarking Initiative, discuss the Benchmarking Methodology, define the KPIs used for benchmarking, and provide performance data from more than 300 contact centers worldwide.
Turbocharge Your IT Service and Support Metrics With Benchmarking! on BrightTALK
On Demand – Watch Now!
Industry data shows that support organizations that conduct annual benchmarking are far more likely to achieve world-class performance. Yet fewer than 20% of all support groups engage in benchmarking. In this session, you’ll review performance data from more than 200 support organizations, as well as several case studies that show how your peers have harnessed benchmarking to quantify performance, draw industry comparisons, identify performance gaps, and define the actions necessary to optimize efficiencies.
Call Center Best Practices on BrightTALK
On Demand – Watch Now!
An overview of Call Center Best Practices.
HEAR how the industry’s top performing Call Centers Achieve World-Class Status!
LEARN key strategies for Enhancing your Call Center Performance!
APPLY Best Practices from your peers in the industry!
In this webcast, MetricNet will share the Key Success Factors from the industry’s top performing Call Centers!
The Future of Desktop Support: What the KPIs are Telling Us on BrightTALK
On Demand – Watch Now!
Desktop support has evolved dramatically in recent years. From virtualization and remote desktop control, to the rise of SWAT teams and staff augmentation, most desktop support organizations bear no resemblance to their predecessors.
In this webcast, you’ll receive industry data that illustrates key trends in desktop support. Jeff Rumburg will reveal the underlying drivers of these trends and their implications for the future of desktop support, including what today’s KPIs tell us about the future, the impact on people, process, and technology, and how to position desktop support for future success.
Maximizing The ROI Of Customer Care on BrightTALK
On Demand – Watch Now!
Contact centers that understand and quantify their ROI gain several important advantages; chief among them is the ability to obtain funding and other resources based upon the economic benefits provided by the contact center. This webcast will define ROI as it applies to different types of contact centers, including service, sales, and collections. Additionally, it will lay out a simple methodology for computing ROI for the contact center, and share ROI data that has been computed from more than 200 contact centers worldwide.
Unleashing the Enormous Power of Call Center KPIs on BrightTALK
On Demand – Watch Now!
In Unleashing the Enormous Power of Call Center KPIs, MetricNet provides an overview of the Best Practices in Call Center Performance Measurement. Our best practices help call centers lower costs and increase customer satisfaction!
Turbocharge Your Metrics With Benchmarking! on BrightTALK
On Demand – Watch Now!
Industry data shows that support organizations that conduct annual benchmarking are far more likely to achieve world-class performance. Yet fewer than 20% of all support groups engage in benchmarking. In this session, you’ll review performance data from more than 200 support organizations, as well as several case studies that show how your peers have harnessed benchmarking to quantify performance, draw industry comparisons, identify performance gaps, and define the actions necessary to optimize efficiencies.
The Coming Enterprise Service Desk on BrightTALK
On Demand – Watch Now!
ITIL, and more broadly, IT Service Management, is now a 31-year-old discipline. It was originally established in the UK under the government of Margaret Thatcher in 1985. For those working in IT Service and Support, the implications of this are profound. First, it means that IT support professionals have an enormous body of knowledge to draw upon for industry best practices. Secondly, it almost always means that other corporate services, such as HR, facilities, safety, etc., are far less mature than IT Service and Support. Savvy IT managers recognize this opportunity, and are increasingly taking up the challenge of providing enterprise leadership in corporate services.
I want to challenge leaders from both IT and non-IT services to give serious thought to the role of enterprise services in your organization. This is the kind of opportunity that doesn’t come along very often. It has the potential to transform the delivery of all services in the enterprise, while saving money and improving the quality of service that your customers receive. Moreover, it can be a game changer for your career. Enterprises worldwide are in desperate need of leadership on this issue. So if you have been looking for that next big career opportunity, it may be right in front of you!
Call Center Best Practices on BrightTALK
On Demand – Watch Now!
An overview of Call Center Best Practices.
HEAR how the industry’s top performing Call Centers Achieve World-Class Status!
LEARN key strategies for Enhancing your Call Center Performance!
APPLY Best Practices from your peers in the industry!
In this webcast, MetricNet will share the Key Success Factors from the industry’s top performing Call Centers!
Unleashing the Enormous Power of Service Desk KPIs on BrightTALK
On Demand – Watch Now!
An overview of best practices in Service Desk Performance Measurement.
HEAR how the industry’s top performing Service Desks track and trend their performance!
LEARN how to use KPIs diagnostically to achieve World-Class Performance!
APPLY Best Practices in Service Desk Performance Measurement and Management!
In this webcast, MetricNet will share the key success factors in performance measurement from the industry’s top performing Service Desks!
Emerging Trends in ITSM: Any Time, Any Place: The Ultimate Customer Experience! on BrightTALK
On Demand – Watch Now!
The growth of multichannel support and BYOD policies has opened up a plethora of new avenues for customers to engage with IT support. This has the potential to create a richer, more satisfying experience for the customer, but savvy support organizations recognize that it isn’t good enough to simply replicate the same service in different channels. It’s really about maximizing the customer experience for each unique channel and device. In this session, you’ll find out how progressive support organizations have harnessed the potential of “any time, any place” support to drive and sustain high levels of customer engagement. You’ll review case studies and benchmarking data that illustrate the power of multichannel, multidevice support in today’s complex IT enterprise.
The ROI of ITSM: Know Your Financial Impact!
On Demand – Watch Now!
Return on Investment (ROI) is one of the most common and important measures of financial performance in the business world. It is the ultimate measure of success for any business. Most companies, business units, and departments track ROI on an ongoing basis, and use this metric not only to make intelligent business decisions, but to justify their very existence. Yet fewer than 10% of all technical support organizations utilize this critical metric.
Support groups that understand and quantify their ROI – and specifically link it to ITSM – gain a number of important advantages. Chief among the benefits of tracking ROI is an enhanced level of visibility and credibility within the organization, and the ability to obtain appropriate resourcing based upon the ROI of ITSM. Unfortunately ROI remains an abstraction to most in the industry. So how do we calculate ROI and quantify the value of IT Service Management to the enterprise?
This webinar will present a simple yet compelling methodology for calculating the ROI of ITSM. Benchmarking data will be presented that objectively demonstrates the relationship between ROI and ITSM maturity. Finally, a case study will be presented from a FORTUNE 100 company that adopted an ROI methodology to justify their ITSM initiatives.
Benchmarking Roundup: Summary of 2017 Call Center Benchmarks on BrightTALK
On Demand – Watch Now!
Many Call Center professionals are unfamiliar with the key performance indicators (KPIs) that are important to track and trend and even fewer are aware of what constitutes acceptable performance. In this session, Jeff Rumburg will share the results of MetricNet’s 2017 Global Benchmarking Initiative for Call Centers, discuss the methodology, define the KPIs used for benchmarking, and share performance data from more than 140 companies worldwide.
Benchmarking Roundup: Summary of 2017 Service and Support Benchmarks on BrightTALK
On Demand – Watch Now!
Many Service and Support professionals are unfamiliar with the key performance indicators (KPIs) that are important to track and trend and even fewer are aware of what constitutes acceptable performance. In this session, Jeff Rumburg will share the results of MetricNet’s 2017 Global Benchmarking Initiative for Service and Support, discuss the methodology, define the KPIs used for benchmarking, and share performance data from more than 140 companies worldwide.
ITSM and ITIL Framework: Turbocharge Your Metrics With Benchmarking! on BrightTALK
On Demand – Watch Now!
Industry data shows that support organizations that conduct annual benchmarking are far more likely to achieve world-class performance. Yet fewer than 20% of all support groups engage in benchmarking. In this session, you’ll review performance data from more than 200 support organizations, as well as several case studies that show how your peers have harnessed benchmarking to quantify performance, draw industry comparisons, identify performance gaps, and define the actions necessary to optimize efficiencies.
Turbocharge Your Metrics With Benchmarking! on BrightTALK
On Demand – Watch Now!
Industry data shows that support organizations that conduct annual benchmarking are far more likely to achieve world-class performance. Yet fewer than 20% of all support groups engage in benchmarking. In this session, you’ll review performance data from more than 200 support organizations, as well as several case studies that show how your peers have harnessed benchmarking to quantify performance, draw industry comparisons, identify performance gaps, and define the actions necessary to optimize efficiencies.
Call Center Best Practices on BrightTALK
On Demand – Watch Now!
An overview of Call Center Best Practices.
HEAR how the industry’s top performing Call Centers Achieve World-Class Status!
LEARN key strategies for Enhancing your Call Center Performance!
APPLY Best Practices from your peers in the industry!
In this webcast, MetricNet will share the Key Success Factors from the industry’s top performing Call Centers!
C-Level Success and the Secret Weapon of Service and Support on BrightTALK
On Demand – Watch Now!
A growing body of empirical evidence demonstrates a simple truth: the quality and effectiveness of service and support has a direct and measurable impact on the career success of those in IT leadership. When customers are happy with IT support, they are happy with all of IT. And when they are happy with all of IT, that reflects well on the entire executive team.
In this presentation, Mr. Rumburg, who has been retained as an IT service and support expert by some of the world’s largest corporations, uses benchmarking data and case studies to demonstrate the crucial role that service and support can play in the management and career success of IT executives.
Any Time, Any Place: The Ultimate Customer Experience! on BrightTALK
On Demand – Watch Now!
The growth of multichannel support and BYOD policies has opened up a plethora of new avenues for customers to engage with IT support. This has the potential to create a richer, more satisfying experience for the customer, but savvy support organizations recognize that it isn’t good enough to simply replicate the same service in different channels. It’s really about maximizing the customer experience for each unique channel and device. In this presentation, you’ll find out how progressive support organizations have harnessed the potential of “any time, any place” support to drive and sustain high levels of customer engagement. You’ll review case studies and benchmarking data that illustrate the power of multichannel, multidevice support in today’s complex IT enterprise.
Unleashing the Enormous Power of Call Center KPIs on BrightTALK
On Demand – Watch Now!
In Unleashing the Enormous Power of Call Center KPIs, MetricNet provides an overview of the Best Practices in Call Center Performance Measurement. Our best practices help call centers lower costs and increase customer satisfaction!
The Role of IT Leadership in Service and Support on BrightTALK
On Demand – Watch Now!
As the gateway to IT for most end users, service and support is the biggest driver of customer satisfaction and can generate a tremendous return on investment. IT leaders and managers who ignore these facts do so at their own peril, for the simple truth is this: the success and longevity of an IT management team are directly tied to the success of service and support. In this session, Jeff Rumburg will use benchmarking data and case studies to demonstrate the untapped value of all service and support organizations.
Unleashing the Enormous Power of Service Desk KPIs on BrightTALK
On Demand – Watch Now!
An overview of best practices in Service Desk Performance Measurement.
HEAR how the industry’s top performing Service Desks track and trend their performance!
LEARN how to use KPIs diagnostically to achieve World-Class Performance!
APPLY Best Practices in Service Desk Performance Measurement and Management!
In this webcast, MetricNet will share the key success factors in performance measurement from the industry’s top performing Service Desks!
The CSI Imperative on BrightTALK
On Demand – Watch Now!
Air Date: February 7, 2017
In this presentation, Mr. Rumburg, who has been retained as an IT service and support expert by some of the world’s largest corporations, will present case studies of support organizations that have successfully built a culture and discipline of continual service improvement. Additionally, he will provide a sample CSI timeline and an empirical model for Continual Service Improvement.
HDI Regina Chapter Meeting | Future of Desktop Support, What the KPI’s are Telling Us
On Demand – Watch Now!
Local HDI Chapter meetings bring together service management professionals like you for networking and discussion. Join us for HDI Regina’s March Meeting!
In this presentation, you’ll receive industry data that illustrates key trends in desktop support. Jeff Rumburg, Managing Partner at MetricNet, will reveal the underlying drivers of these trends and their implications for the future of desktop support, including what today’s KPIs tell us about the future, the impact on people, process, and technology, and how to position desktop support for future success.
The Zen of Support on BrightTALK
On Demand – Watch Now!
Air Date: November 8, 2016
The words “Customer Support” and “Customer Service” accurately describe the role of Service Desk and Desktop Support Professionals. Unfortunately, these words sometimes carry negative connotations, and do not accurately convey the strategic potential of user support. The fact is very few support organizations operate in a Strategic Paradigm. The result is that most do not fully exploit the inherent leverage of user support to achieve a competitive advantage for IT.
In this webcast, Jeff Rumburg, Managing Partner at MetricNet, will discuss what it means to be a Strategic Support organization, and provide case study examples of support organizations that operate in a Strategic Support Paradigm.
Call Center Best Practices on BrightTALK
On Demand – Watch Now!
Air Date: December 13, 2016
An overview of Call Center Best Practices.
HEAR how the industry’s top performing Call Centers Achieve World-Class Status!
LEARN key strategies for Enhancing your Call Center Performance!
APPLY Best Practices from your peers in the industry!
In this webcast, MetricNet will share the Key Success Factors from the industry’s top performing Call Centers!
Benchmarking Roundup: Summary of 2016 Service and Support Benchmarks on BrightTALK
On Demand – Watch Now!
Air Date: October 4, 2016
Many Service and Support professionals are unfamiliar with the key performance indicators (KPIs) that are important to track and trend and even fewer are aware of what constitutes acceptable performance. In this session, Jeff Rumburg will share the results of MetricNet’s 2016 Global Benchmarking Initiative for Service and Support, discuss the methodology, define the KPIs used for benchmarking, and share performance data from more than 140 companies worldwide.
Optimizing the Tradeoff: Cost vs. Quality in IT Service and Support on BrightTALK
On Demand – Watch Now!
Air Date: July 19, 2016
Using data from more than 300 benchmarks worldwide, Jeff Rumburg will illustrate how top-performing service and support organizations strike an appropriate balance between the cost of service delivery and the quality of support provided. He’ll share simple yet powerful techniques that will enable organizations to pinpoint their position on the cost vs. quality curve, determine if higher (or lower) quality is justified, reduce costs without sacrificing quality, and improve quality without increasing costs.
Finally, he’ll share an interactive scorecard that organizations can use to determine whether service and support has been optimized, and, if it hasn’t, to identify the tangible steps needed to achieve an optimized support model.
Service Desk Best Practices on BrightTALK
On Demand – Watch Now!
Air Date: September 13, 2016
In this webcast, MetricNet will share the key success factors from the industry’s top performing Service Desks. Attendees will:
HEAR how the industry’s top performing Service Desks achieve world-class status.
LEARN key strategies for enhancing your Service Desk performance.
APPLY Best Practices from your peers in the industry.
IT Support in Higher Education: Unique Challenges and Opportunities on BrightTALK
On Demand – Watch Now!
Air Date: July 13, 2016
If you work as an IT Service and Support professional in higher ed, you are all too familiar with the challenges of the profession. Students, staff and faculty that need help…right away! Staffing and knowledge management challenges that accompany a student support model! Classrooms, dormitories, technology hubs, and administrative offices spread over a wide geographic area! And a huge variety of devices and equipment that require on-demand support! The simple fact is this…You have the most demanding job in the service and support industry…period!
To learn best practices in Service and Support for Higher Ed, register NOW for this first of its kind MetricNet webcast!
Unleashing the Enormous Power of Call Center KPIs on BrightTALK
On Demand – Watch Now!
Air Date: May 17, 2016 2:00 pm EDT
In Unleashing the Enormous Power of Call Center KPIs, MetricNet provides an overview of the Best Practices in Call Center Performance Measurement. Our best practices help call centers lower costs and increase customer satisfaction!
The Future of Desktop Support: What the KPIs are Telling Us on BrightTALK
On Demand – Watch Now!
Air Date: June 14, 2016 2:00 pm EDT
Desktop support has evolved dramatically in recent years. From virtualization and remote desktop control, to the rise of SWAT teams and staff augmentation, most desktop support organizations bear no resemblance to their predecessors.
In this presentation, you’ll receive industry data that illustrates key trends in desktop support. Jeff Rumburg will reveal the underlying drivers of these trends and their implications for the future of desktop support, including what today’s KPIs tell us about the future, the impact on people, process, and technology, and how to position desktop support for future success.
Service and Support as a Business on BrightTALK
On Demand – Watch Now!
Air Date: March 15, 2016
In this presentation Jeff Rumburg, Managing Partner at MetricNet, will reveal an approach for managing IT service and support as a business. Additionally, he proposes a handful of business metrics that can be used to quantify and communicate the profitability of service and support. Finally, he discusses the need to adopt a paradigm shift for any service and support organization that aspires to realize the benefits of operating as a true business.
Unleashing the Enormous Power of Service and Support KPIs on BrightTALK
On Demand – Watch Now!
Air Date: February 16, 2016
An overview of best practices in Service and Support Performance Measurement.
HEAR how the industry’s top performing Service and Support organizations track and trend their performance!
LEARN how to use KPIs diagnostically to achieve World-Class Performance!
APPLY Best Practices in Service and Support Performance Measurement and Management!
In this webcast, MetricNet will share the key success factors in performance measurement from the industry’s top performing Service and Support organizations!
The Role of IT Leadership in Service and Support on BrightTALK
On Demand – Watch Now!
Air Date: April 19, 2016
As the gateway to IT for most end users, service and support is the biggest driver of customer satisfaction and can generate a tremendous return on investment. IT leaders and managers who ignore these facts do so at their own peril, for the simple truth is this: the success and longevity of an IT management team are directly tied to the success of service and support. In this webcast, Jeff Rumburg will use benchmarking data and case studies to demonstrate the untapped value of all service and support organizations.
Call Center Best Practices on BrightTALK
On Demand – Watch Now!
Air Date: January 12, 2016
An overview of Call Center Best Practices.
HEAR how the industry’s top performing Call Centers Achieve World-Class Status!
LEARN key strategies for Enhancing your Call Center Performance!
APPLY Best Practices from your peers in the industry!
In this webcast, MetricNet will share the Key Success Factors from the industry’s top performing Call Centers!
The High Performance Support Organization on BrightTALK
On Demand – Watch Now!
Air Date: December 8, 2015
In this webcast, Jeff Rumburg, Managing Partner at MetricNet, will share benchmarking data synthesized from literally hundreds of IT service and support benchmarks. He will highlight and pinpoint the characteristics that are common to the industry’s most successful support organizations. You will learn how these world-class competitors achieved industry leadership in days or weeks, not months or years, and how they sustain their competitive advantage to remain at the top of the industry.
The High Performance Support Organization on BrightTALK
On Demand – Watch Now!
Air Date: December 8, 2015
In this webcast, Jeff Rumburg, Managing Partner at MetricNet, will share benchmarking data synthesized from literally hundreds of IT service and support benchmarks. He will highlight and pinpoint the characteristics that are common to the industry’s most successful support organizations. You will learn how these world-class competitors achieved industry leadership in days or weeks, not months or years, and how they sustain their competitive advantage to remain at the top of the industry.
