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VIDEO: The Zen of Support | The Path to Strategic Enlightenment

Member, Service Desk

VIDEO: The Zen of Support | The Path to Strategic Enlightenment

Posted on December 23, 2013 at 1:45 pm by / 0

Did you miss our webcast?  Well, you’re in luck!  For the first time ever, you can watch the recorded version of ”The Zen of Support – The Path to Strategic Enlightenment’.  This is our most popular and most requested webcast!

Join the thousands of regular attendees who use MetricNet’s monthly webcasts to achieve World-Class Performance.

Here’s what some of our viewers have said:

“Great points within the presentation. Very on-point, especially within the healthcare industry.”

“It was extremely helpful.  Many thanks for the insightful answers to so many questions. Look forward to more of these.”

“Awesome presentation.  Thank you!”

In this video, MetricNet discusses what it means to be a Strategic Support organization. We will provide case study examples of support organizations that operate in a Strategic Support Paradigm.

Viewers will learn:

Three Sources of Leverage in a Strategic Support Organization

Two Metrics to Measure Your Progress Towards Strategic Significance

Key Success Factors for Achieving Strategic Enlightenment

Benchmarking Results from Strategic Support Organizations

If you don’t have time to watch the entire video now, bookmark this page and come back later!

To watch the webcast now, click the play button.  

To continue reading, you must become a member. Membership is free and sign-up only takes a moment. Click the sign-up button below, complete the short form and checkout. No credit card is required and your membership never expires!

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About Author

Angela Irizarry

Angela Irizarry joined MetricNet in early 2013. In her current role as Vice President and Chief Operating Officer, she assists MetricNet’s CEO in managing the Company’s day-to-day operating activities, short-term and long-range strategic planning and new client acquisition. Additionally, she is responsible for planning, organizing, and implementing the Company’s sales and marketing efforts as well as managing MetricNet’s intellectual property, online best practices library, web projects and e-commerce shop. Angela is a versatile and results-oriented professional with nearly 15 years of business development and marketing experience across a multitude of industries globally. Prior to joining MetricNet she held various leadership positions in the Property Management and Retail industries where she was known for her strong track record of sales growth, marketing foresight and creative problem solving.

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MetricNet is dedicated to helping business people worldwide manage their organizations more efficiently and effectively. By providing benchmarks, performance metrics, scorecards and business data to Information Technology and Call Center Professionals..[+]

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Optimizing headcount is a common challenge in most support groups. In fact, MetricNet has found that the vast majority of service and support organizations are either under-staffed or over-staffed, and each comes with its own set of problems.
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The ROI of Benchmarking

The ROI of Benchmarking 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.

Like any good business decision, benchmarking should be undertaken with the expectation that it will produce a positive ROI. Thankfully, it is relatively easy to make the business case for benchmarking, and as a veteran of more than 4,000 IT service and support benchmarks, I have plenty of data to back that claim up. The ROI of benchmarking includes both hard benefits, such as cost savings and improved user productivity, as well as soft benefits such as improved customer satisfaction.. Learn MorePlace article copy here. Be sure to make the articles short and concise as people tend not to read much more than a couple of paragraphs.

The ROI of Benchmarking

The ROI of Benchmarking 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.

Like any good business decision, benchmarking should be undertaken with the expectation that it will produce a positive ROI. Thankfully, it is relatively easy to make the business case for benchmarking, and as a veteran of more than 4,000 IT service and support benchmarks, I have plenty of data to back that claim up. The ROI of benchmarking includes both hard benefits, such as cost savings and improved user productivity, as well as soft benefits such as improved customer satisfaction.