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Best Practices Webcasts

Our webcasts continue to be a huge draw for IT Service Management and Contact Center professionals worldwide. 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. Many of our clients have come to rely upon these webcasts as an effective tool for training, coaching, and improving the skill sets of their service and support professionals. Our 2024 lineup includes new topics related to Outsourcing Metrics, Artificial Intelligence, Performance Optimization Trends, and effective Leadership Practices.

Ask the Expert: Success Factors in IT Support and Contact Center Outsourcing

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Date: February 15, 2024 at 2:00PM EST

Join Jeff Rumburg as he discusses the critical aspects of successful outsourcing in our ‘Ask the Expert’ session. We’ll cover essential vendor management strategies and address the most common challenges when it comes to managing and measuring outsourcer performance.

Attendees Will Learn:

• Outsource vs. Insource: Which strategy is right for you?
• How to identify and avoid common pitfalls in outsourcing.
• Driving optimal performance in your outsourcing relationship.

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5 Service Desk Hacks: Boost Performance in Under a Month

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Date: March 14, 2024 at 2:00PM EDT

Join us as we reveal 5 simple hacks to rapidly enhance your Service Desk’s performance in 2024! These straightforward strategies are designed for quick implementation and significant impact, ensuring both immediate and lasting improvements.

Attendees Will Learn:

• Fast and effective hacks to improve service desk cost, quality, and cycle time.
• Strategies for quick wins and long-term service desk improvement in people, process, and technology.
• Identifying, capturing and measuring the immediate improvement opportunities.

5 Contact Center Strategies to Deliver Quick Wins

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Date: April 18, 2024 at 2:00PM EDT

Join us as we reveal 5 strategic approaches to rapidly improve your Contact Center’s efficiency. These practical strategies are tailored for fast implementation and notable improvements, transforming your contact center operations in days or weeks, not months or years.

Attendees Will Learn:

• Proven strategies for rapid efficiency gains in contact centers.
• Tips for implementing quick-win approaches for immediate results.
• Long-term strategies for maintaining and building upon initial improvements.

Getting Started with AI in IT Service & Support: An Expert Guide

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Date: May 16, 2024 at 2:00PM EDT

In this new webcast, Jeff Rumburg will reveal the fundamental steps and key considerations for integrating AI in IT Service and Support. Additionally, he will provide a clear roadmap for successful AI implementation and adoption based on proven success factors.

Attendees Will Learn:

• Getting started with AI in IT service and support.
• Key considerations and best practices for AI integration.
• The ROI of various AI technologies.

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AI Success Stories: Case Studies in IT Service and Support

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Date: June 20, 2024 at 2:00PM EDT

Explore real-life case studies of successful AI adoption in IT service and support. This session will highlight various organizations’ experiences, focusing on challenges faced, strategies employed, and the outcomes achieved.

Attendees Will Learn:

• Insights from real-world AI adoption case studies.
• Strategies and challenges in implementing AI solutions.
• Proven ROI, cost, quality, and cycle time benefits of AI.

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Elevate Your Contact Center: Dashboard and Performance Optimizer Demo

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Date: January 18, 2024 at 2:00PM EST

Join us for an in-depth look at our Contact Center Benchmark and Performance Optimizer. This demo will focus on how to best utilize this Excel-based tool to improve the performance of your contact center. We’ll explore benchmarking, optimization techniques, and demonstrate how these insights can be applied effectively.

Attendees Will Learn:

• Techniques for leveraging data to improve contact center operations.
• How to effectively benchmark and optimize contact center performance.
• Practical tips for implementing actionable insights.

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Maximizing Efficiency in 2024: Service Desk On-Demand Benchmarking Demo

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Date: December 12, 2023 at 2:00PM EST

Join us for a comprehensive demonstration of our Service Desk Benchmark & Performance Optimizer. This webcast is designed to show how the dashboard can enhance the performance and efficiency of your service desk operations. Key features and functionalities will be highlighted, with a focus on practical application in real-world scenarios.

Attendees Will Learn:

• How to use key features of the tool to improve cost, quality, and cycle time.
• Strategies for improving service desk performance using data-driven insights.
• Leveraging the Performance Optimizer to ensure measurable, continuous improvement.

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Benchmarking Roundup: Summary of 2023 IT Service and Support Benchmarks

Live On Demand!

Date: November 16, 2023 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 2023 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.

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Benchmarking Roundup: Summary of 2023 Contact Center Benchmarks

Live On Demand!

Date: October 19, 2023 at 2:00PM EDT

Many Contact Center 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 webcast, Jeff Rumburg will share the results of MetricNet’s 2023 Global Benchmarking Initiative for Contact Centers, discuss the methodology, define the KPIs used for benchmarking, and share performance data from more than 140 companies worldwide.

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IT Support Outsourcing in 2023: Rising Above the Typical Challenges

Live On Demand!

Date: September 24, 2023 at 2:00PM EDT

IT Support Outsourcing is at an inflection point, and there are no shortage of stumbling blocks to navigate. How do we clear these hurdles and journey towards successful IT Support Outsourcing relationships? It’s time to dissect and address the issues that can make or break the outsourcing experience.

Previously, we highlighted the 11 common failure modes of IT outsourcing relationships, shedding light on complex challenges from vendors over-promising and under-delivering, to governance deficits, contract misalignments, and the confusing mesh of data and analysis. However, we’ve barely scratched the surface of these issues.

Now, Jeff Rumburg, a seasoned veteran of the IT industry, returns for an in-depth exploration of these challenges. Leveraging over three decades of experience, Jeff will dive into real-world case studies, analysing these obstacles and providing practical solutions to overcome them.

In this enlightening webcast, you’ll get to:

– Review the 11 major failure modes in IT outsourcing relationships and their impact on performance.
– Unearth effective strategies to dodge these pitfalls and ensure a mutually beneficial outsourcing contract.
– Understand how to decipher vendor reports and interpret the underlying metrics.
– Learn how to establish a non-zero-sum perspective in an IT outsourcing contract, fostering a mindset of shared success.
– Discover how to foster continuous improvement, increase transparency, and reduce turnover in outsourcing projects.

Don’t miss this opportunity to go beyond the surface-level challenges and dig into the root causes. Join us to uncover how to future-proof your IT Support Outsourcing and harness the potential of IT Service and Support in 2023.

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Hacking ITIL Problem Management

Live On Demand!

Date: August 24, 2023 at 2:00PM EDT

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.

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Unleashing the Enormous Power of Contact Center KPIs

Live On Demand!

Date: July 20, 2023 at 2:00PM EDT

In Unleashing the Enormous Power of Contact Center KPIs, MetricNet provides an overview of the Best Practices in Contact Center Performance Measurement. Our best practices help contact centers lower costs and increase customer satisfaction!

Viewers will learn:

How the industry’s top performing Contact Centers track and trend their performance.

How to use Contact Center KPIs diagnostically to achieve World-Class Performance.

How to apply Best Practices in Contact Center Performance Measurement and Management.

The key success factors in performance measurement from the industry’s top performing Contact Centers.

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Unleashing the Enormous Power of IT Service and Support KPIs

Live On Demand!

Date: June 22, 2023 at 2:00PM EDT

In Unleashing the Enormous Power of IT Service and Support KPIs, MetricNet provides an overview of the Best Practices in IT Service and Support Performance Measurement. Our best practices help IT Service and Support organizations lower costs and increase customer satisfaction!

Viewers will learn:

How the industry’s top performing IT Service and Support organizations track and trend their performance.

How to use IT Service and Support KPIs diagnostically to achieve World-Class Performance.

How to apply Best Practices in IT Service and Support Performance Measurement and Management.

The key success factors in performance measurement from the industry’s top performing IT Service and Support organizations.

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Case Studies in Service Desk AI and Machine Learning

Live On Demand!

Date: May 25, 2023 at 2:00PM EDT

As IT leaders, it’s your job to stay ahead of the curve and leverage emerging technologies to improve your organization’s operations. Two such examples are artificial intelligence (AI) and machine learning (ML). While the potential of AI and ML in service and support is vast, it’s important to understand the limitations and challenges that come with implementing these solutions.

Join us for a new webcast where industry expert Jeff Rumburg breaks down the current state of AI and ML in service and support and shares real-world examples of organizations that have successfully implemented these solutions.

Attendees will:

  • Understand the current state of AI and ML in service and support
  • Identify the limitations and challenges of implementing AI and ML solutions
  • Learn from case studies of successful AI and ML implementation in service and support

Don’t miss this opportunity to stay ahead of the curve and get a glimpse of the future of service and support.

A 10-Year Trend in Contact Center Performance – Benchmarks Tell the Story

Live On Demand!

Date: April 20, 2023 at 2:00PM EDT

Are you struggling to keep up with the rapid evolution of the contact center industry? Do you feel like you’re falling behind on key trends and unsure of how to position your contact center for future success? If so, you’re not alone. Many contact center leaders are challenged by the changing landscape and unsure of how to navigate the complex drivers of contact center performance.

In this webcast, Jeff Rumburg, a 30-year veteran of the Contact Center industry, will share industry data that illustrates key trends in contact center performance. Additionally, Jeff will reveal the underlying drivers of these trends and their implications for the future of contact center performance, including what today’s KPIs tell us about the future, the impact on people, process, and technology, and how to position the contact center for future success.

Attendees will learn:

  • How to use industry data and benchmarks to assess and improve your contact center performance
  • The underlying drivers of contact center trends and their impact on people, process, and technology
  • Strategies for positioning your contact center for long-term success in a rapidly changing environment
  • And much more!

Don’t miss this opportunity to stay up to date on the latest trends and benchmarks in contact center performance.

The Leadership Edge – What it Takes to Succeed in IT Service and Support

Live On Demand!

Date: March 23, 2023 at 2:00PM EDT

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. As CIOs and CTOs, the success of IT service and support can make or break your reputation and career. So, how do you ensure that your team is delivering top-notch service and support that sets you apart?

Join IT service and support expert Jeff Rumburg as he shares benchmarking data and case studies demonstrating the vital role service and support can play in the management and career success of IT executives. Discover what sets successful IT leaders apart and learn practical strategies for improving service and support within your organization.

In this webinar, you will learn:

  • The key metrics and indicators of successful IT service and support
  • How to use benchmarking data to measure and improve the performance of your team
  • Real-world examples of IT leaders who have used service and support to drive success
  • Practical strategies for enhancing service and support within your organization

Don’t miss out on this opportunity to take your IT service and support to the next level and position yourself for career success.

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The State of Desktop Support in 2023 – Succeeding in a Hybrid Work Environment

Live On Demand!

Date: February 23, 2023 at 2:00PM EST

Many organizations are now embracing hybrid work environments where some employees are working remotely while others are working in the office. This presents a unique set of challenges for desktop support groups, who must now support a dispersed workforce while also maintaining on-premises systems and infrastructure.

In this new webcast, Jeff Rumburg, a 30-year veteran of the IT industry, will discuss the current state of desktop support, the key challenges faced by support teams in hybrid environments, and best practices from the industry’s superior performers. You’ll learn:

  • Best practices for supporting remote employees
  • Strategies for effective communication and collaboration in hybrid environments
  • Techniques for optimizing system performance and troubleshooting in a dispersed environment
  • And much more!

Don’t miss this opportunity to stay up to date on the latest trends and challenges in desktop support.

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Service Desk Outsourcing in 2023: Megatrends and Best Practices

Live On Demand!

Date: February 9, 2023 at 2:00PM EST

Are you frustrated with your service desk outsourcing arrangements? Do you feel like your vendor is consistently out of compliance with the terms of the contract? If so, you’re not alone. In fact, win-win outcomes are achieved in fewer than 5% of IT outsourcing relationships, with most falling into the lose-lose category where both the client and vendor are disappointed or deeply frustrated.

In this new webcast, Jeff Rumburg, a 30-year veteran of the IT industry, will share insights on the common challenges and pitfalls faced by both clients and vendors, as well as best practices for success.

During this webinar, you’ll learn:

  • How to identify and address the root causes of dysfunction in outsourcing relationships
  • Best practices for aligning vendor and client goals and objectives
  • How to effectively govern vendor contracts to ensure compliance and successful outcomes
  • Strategies for improving communication and collaboration between clients and vendors
  • Techniques for analyzing vendor reports and using metrics to drive continuous improvement
  • And much more!

Don’t miss this opportunity to gain valuable insights and take your service desk outsourcing to the next level in 2023.

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Benchmarking Roundup: Summary of 2022 IT Service and Support Benchmarks

Live On Demand!

Date: November 17, 2022 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 2022 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.

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Benchmarking Roundup: Summary of 2022 Contact Center Benchmarks

Live On Demand!

Date: December 15, 2022 at 2:00PM EST

Many Contact Center 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 webcast, Jeff Rumburg will share the results of MetricNet’s 2022 Global Benchmarking Initiative for Contact Centers, discuss the methodology, define the KPIs used for benchmarking, and share performance data from more than 140 companies worldwide.

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Contact Center Best Practices

Live On Demand!

Date: October 20, 2022 at 2:00PM EDT

An overview of Contact Center Best Practices.

HEAR how the industry’s top performing Contact Centers Achieve World-Class Status!

LEARN key strategies for Enhancing your Contact 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 Contact Centers!

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Service Desk Best Practices

Live On Demand!

Date: September 22, 2022 at 2:00PM EDT

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.

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Rightsizing the Contact Center – Customer Care Staffing Ratios

Live On Demand!

Date: June 30, 2022 at 2:00PM EDT

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.

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Rightsizing IT Service and Support – Staffing Ratios

Live On Demand!

Date: July 21, 2022 at 2:00PM EDT

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.

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The Current State of AI in Service and Support

Live On Demand!

Date: August 25, 2022 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.

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Metrics that Matter – Balanced Scorecard

Live On Demand!

Date: May 26, 2022 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.   

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Metrics that Matter – The Emerging Metrics of Channel Mix

Live On Demand!

Date: April 14, 2022 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.

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Metrics that Matter – The Metrics of Shift Left

Live On Demand!

Date: March 24, 2022 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.

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Unleashing the Enormous Power of Contact Center KPIs

Live On Demand!

Date: February 23, 2022 at 2:00PM EDT

In Unleashing the Enormous Power of Contact Center KPIs, MetricNet provides an overview of the Best Practices in Contact Center Performance Measurement. Our best practices help contact centers lower costs and increase customer satisfaction!

Viewers will learn:

How the industry’s top performing Contact Centers track and trend their performance.

How to use Contact Center KPIs diagnostically to achieve World-Class Performance.

How to apply Best Practices in Contact Center Performance Measurement and Management.

The key success factors in performance measurement from the industry’s top performing Contact Centers.

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Unleashing the Enormous Power of IT Service and Support KPIs

Live On Demand!

Date: January 27, 2022 at 2:00PM EDT

In Unleashing the Enormous Power of IT Service and Support KPIs, MetricNet provides an overview of the Best Practices in IT Service and Support Performance Measurement. Our best practices help IT Service and Support organizations lower costs and increase customer satisfaction!

Viewers will learn:

How the industry’s top performing IT Service and Support organizations track and trend their performance.

How to use IT Service and Support KPIs diagnostically to achieve World-Class Performance.

How to apply Best Practices in IT Service and Support Performance Measurement and Management.

The key success factors in performance measurement from the industry’s top performing IT Service and Support organizations.

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