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.
Metrics that Matter – Cost
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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.
Metrics that Matter – Productivity
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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
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Date: March 24, 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 – Contact Handling
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Date: April 30, 2020 at 2:00PM EST
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.
Metrics that Matter – Quality
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Date: May 28, 2020 at 2:00PM EST
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.
Metrics that Matter – Agent
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Date: June 25, 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.
Metrics that Matter – Balanced Scorecard
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Date: July 30, 2020 at 2:00PM EST
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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The Future of Service and Support: A Brave New World!
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Date: September 19, 2019 at 11:00AM EDT
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Date: September 18, 2019 at 2:00PM EDT
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The Future of Service and Support: A Brave New World! on BrightTALK
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Service Desk Best Practices on BrightTALK
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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!
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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.
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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.
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ITSM and ITIL Framework: Turbocharge Your Metrics With Benchmarking! 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.
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!
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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.
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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!
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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.
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Live On-Demand
Air Date: November 8, 2016
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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.
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Air Date: December 13, 2016
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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.
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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
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Air Date: June 14, 2016 2:00 pm EDT
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Service and Support as a Business on BrightTALK
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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.
