Benchmarking Roundup: Summary of 2019 Service and Support Benchmarks on BrightTALK
Register 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.
Benchmarking Roundup: Summary of 2019 Call Center Benchmarks on BrightTALK
Register 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.
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The Future of Desktop Support: What the KPIs are Telling Us on BrightTALK
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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.
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Benchmarking: Identifying The Right Metrics And KPI’s
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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.
The Future of Service and Support: A Brave New World!
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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.
Call Center Best Practices on BrightTALK
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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
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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
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
Live On Demand
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
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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
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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
Live On-Demand
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
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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!
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The Future of Desktop Support: What the KPIs are Telling Us on BrightTALK
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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
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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
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Turbocharge Your Metrics With Benchmarking! on BrightTALK
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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
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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
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An overview of Call Center Best Practices.
HEAR how the industry’s top performing Call Centers Achieve World-Class Status!
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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
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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
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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!
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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
Live On-Demand
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
Live On-Demand
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
Live On-Demand
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
Live On-Demand
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
Live On-Demand
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
Live On-Demand
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
Live On-Demand
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
Live On-Demand
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
Live On-Demand
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
Live On-Demand
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
Live On-Demand
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
Live On-Demand
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
Live On-Demand
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
Live On-Demand
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
Live On-Demand
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
Live On-Demand
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
Live On-Demand
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
Live On-Demand
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
Live On Demand
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
Live On Demand
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
Live On Demand
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
Live On-Demand
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
Live On Demand
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
Live On-Demand
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
Live On-Demand
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
Live On-Demand
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.
