MetricNet offers Contact Center benchmarks with cost, quality, and service level metrics for organizations that operate their own internal contact centers as well as those that outsource the contact center to a managed service provider.
MetricNet offers Service Desk benchmarks with cost, quality, and service level metrics for organizations that operate their own internal service desks as well as those that outsource the service desk to a managed service provider.
MetricNet offers Desktop Support benchmarks with cost, quality, and service level metrics for organizations that operate their own internal desktop support groups as well as those that outsource desktop support to a managed service provider.
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Home » 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.
Register Now!
Date: June 19, 2025 2:00 PM EDT
Are you struggling to demonstrate the business value of customer satisfaction? Without clear metrics, it’s difficult to justify investments in improving the customer experience. In this webcast, Jeff Rumburg will explore the ROI of customer satisfaction and how to measure its impact on your business. He’ll share strategies to improve satisfaction scores and translate them into tangible business outcomes. Attendees will learn how to quantify the value of customer satisfaction and use it to drive organizational success.
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Date: July 17, 2025 at 2:00PM EDT
Is your self-service portal underutilized or failing to deliver results? Poorly designed self-service can frustrate customers and increase support costs. In this webcast, Jeff Rumburg will explore how to optimize self-service to reduce costs and improve customer satisfaction. He’ll discuss best practices for design, content, and promotion, as well as how to measure self-service effectiveness. Attendees will learn how to create a self-service experience that customers love and that delivers real business value.
August 14, 2025 2:00 PM EDT Are your workforce management practices leading to inefficiencies and high costs? Poor scheduling, overstaffing, or understaffing can cripple your service desk’s performance. In this webcast, Jeff Rumburg will uncover the hidden costs of poor workforce management and provide actionable strategies to fix it. He’ll discuss forecasting, scheduling, and real-time adjustments to optimize your workforce. Attendees will learn how to reduce costs, improve agent productivity, and deliver consistent service levels.
Date: September 18, 2025 2:00 PM EDT
What does it take to build a service desk that ranks in the top 10% of performance? In this webcast, Jeff Rumburg will share insights from MetricNet’s database of top-performing service desks. He’ll discuss the key drivers of success, including workforce management, technology investments, and leadership practices. Attendees will learn actionable strategies to elevate their service desk performance and benchmark against the best in the industry.
Date: October 16, 2025 at 2:00PM EDT
Are recurring incidents draining your team’s time and resources? Without effective problem management, your service desk will continue to fight the same fires over and over. In this webcast, Jeff Rumburg, Managing Partner of MetricNet, will reveal how to implement a robust problem management process that identifies root causes, prevents recurring incidents, and boosts operational efficiency. Attendees will learn how to measure problem management success and integrate it into their IT support strategy.
February 27, 2025 2:00 PM EST
Are you overwhelmed by the sheer volume of metrics available to measure contact center performance? Tracking the wrong metrics can lead to misguided decisions and wasted effort. In this webcast, Jeff Rumburg will reveal the top 10 metrics every contact center manager must track in 2025. He’ll explain how to interpret these metrics, set performance targets, and use them to drive continuous improvement. Attendees will leave with a clear understanding of the metrics that matter most and how to use them effectively.
Date: November 14, 2025 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 2025 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.
Date: December 11, 2025 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 2025 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.
Live on Demand!
May 15, 2025 2:00 PM EDT Are you getting the most out of your outsourced IT service management (ITSM) partnerships? Outsourcing can deliver significant cost savings and operational efficiencies, but poor vendor management can lead to missed SLAs, hidden costs, and strained relationships. In this webcast, Jeff Rumburg, Managing Partner of MetricNet, will reveal the success factors that separate high-performing organizations from the rest when it comes to managing ITSM vendors.
Jeff will explore key metrics for evaluating vendor performance, including cost efficiency, service quality, and customer satisfaction. He’ll also share best practices for contract management, performance monitoring, and fostering collaborative partnerships. Attendees will learn how to:
Whether you’re new to outsourcing or looking to optimize existing partnerships, this webcast will provide the tools and insights you need to succeed.
Watch Now
Live On Demand!
Date: April 17, 2025 at 2:00PM EDT
Are your first contact resolution (FCR) rates falling short of industry benchmarks? Low FCR rates can lead to customer frustration, repeat contacts, and higher costs. In this webcast, Jeff Rumburg will reveal the secrets to achieving high FCR rates using a data-driven approach. He’ll discuss agent training, knowledge management, and process improvements that drive FCR success. Attendees will learn how to measure, analyze, and improve FCR rates to deliver faster, more efficient service.
Date: March 20, 2025 2:00 PM EDT
Is your cost per ticket higher than industry benchmarks? High costs can erode profitability, but cutting corners on quality is not the answer. In this webcast, Jeff Rumburg will share proven strategies to reduce cost per ticket while maintaining or even improving service quality. He’ll explore workforce optimization, self-service tools, and process improvements that deliver real savings. Attendees will learn how to achieve cost efficiency without compromising customer satisfaction.
Date: December 17, 2024 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 2024 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.
Date: January 16, 2025 at 2:00PM EST
Service and support organizations are under constant pressure to do more with less. In this webcast, Jeff Rumburg will present a simple yet compelling methodology for calculating the ROI of IT Service Management, provide case studies from two FORTUNE 100 companies that adopted an ROI methodology to justify their ITSM initiatives, and share benchmarking data that objectively demonstrates the relationship between ROI and ITSM maturity.
Date: November 14, 2024 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 2024 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.
Date: October 3, 2024 at 2:00PM EDT
Benchmarking is more than just tracking internal KPIs; it’s about comparing your performance to an external peer group to gain actionable insights that drive performance improvements. In this webcast, Jeff Rumburg will discuss MetricNet’s unique benchmarking methodology that has been leveraged by more than half of the Global 2000 over the past 30 years. Attendees will learn how to use comparative data effectively to uncover opportunities for improvement and to set realistic, achievable performance targets.
Date: October 17, 2024 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.
Date: August 29, 2024 at 2:00PM EDT
First Contact Resolution (FCR) remains one of the most critical metrics for customer satisfaction and operational efficiency in service and support. This webcast will delve into advanced strategies for improving FCR rates, including effective training programs, process optimization, and leveraging data analytics. Discover how focusing on FCR can lead to higher customer satisfaction, reduced operational costs, and a more empowered support team.
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.
Date: May 30, 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.
• Getting started with AI in IT service and support. • Key considerations and best practices for AI integration. • The ROI of various AI technologies.
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.
• 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.
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.
• 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.
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.
• 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.
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.
• Techniques for leveraging data to improve contact center operations. • How to effectively benchmark and optimize contact center performance. • Practical tips for implementing actionable insights.
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.
• 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.
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.
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.
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.
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.
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.
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!
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.
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:
Don’t miss this opportunity to stay ahead of the curve and get a glimpse of the future of service and support.
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:
Don’t miss this opportunity to stay up to date on the latest trends and benchmarks in contact center performance.
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:
Don’t miss out on this opportunity to take your IT service and support to the next level and position yourself for career success.
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:
Don’t miss this opportunity to stay up to date on the latest trends and challenges in desktop support.
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:
Don’t miss this opportunity to gain valuable insights and take your service desk outsourcing to the next level in 2023.
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.
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.
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!
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.
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.
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.
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.
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.
Date: April 14, 2022 at 2:00PM EDT
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.
Date: February 23, 2022 at 2:00PM EDT
Date: January 27, 2022 at 2:00PM EDT
