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MetricNet

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  • Unleashing the Enormous Power of Service Desk KPIs
    Unleashing the Enormous Power of Service Desk KPIs Jeff Rumburg, Managing Partner at MetricNet Recorded: Mar 7 2017 64 mins
    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
    The CSI Imperative Jeff Rumburg, Managing Partner at MetricNet Recorded: Feb 7 2017 63 mins
    The CSI Imperative – How Successful Support Organizations Institutionalize Continual Service Improvement

    The advent of Chief Service Officers and Chief Improvement Officers offer telling clues about why some support organizations succeed at institutionalizing continual service improvement while most others fail. For these pioneering companies, CSI is not a mere slogan, project or program, but rather a core discipline that is carefully developed, nurtured, and managed over time.

    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.

    Attendees will learn about the core discipline of CSI, the role of chief service and chief improvement officers, common pitfalls of implementing CSI, and the five success factors for effective CSI.
  • Call Center Best Practices
    Call Center Best Practices Jeff Rumburg, Managing Partner at MetricNet Recorded: Dec 13 2016 64 mins
    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 Zen of Support!
    The Zen of Support! Jeff Rumburg, Managing Partner at MetricNet Recorded: Nov 8 2016 63 mins
    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 session 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.

    Attendees of this webcast 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
  • Benchmarking Roundup: Summary of 2016 Service and Support Benchmarks
    Benchmarking Roundup: Summary of 2016 Service and Support Benchmarks Jeff Rumburg, Managing Partner at MetricNet Recorded: Oct 4 2016 64 mins
    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.
  • Service Desk Best Practices
    Service Desk Best Practices Jeff Rumburg, Managing Partner at MetricNet Recorded: Sep 13 2016 64 mins
    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.
  • Optimizing the Tradeoff: Cost vs. Quality in IT Service and Support
    Optimizing the Tradeoff: Cost vs. Quality in IT Service and Support Jeff Rumburg, Managing Partner at MetricNet Recorded: Jul 19 2016 64 mins
    Cost vs. quality: It’s a perennial issue in technical service and support. Drive your costs too low, and you risk sacrificing the quality of service. Conversely, if you push quality too high (yes, that’s possible!), then you drive your costs through the roof. Understanding the cost/quality tradeoff is the most critical step toward optimizing your support model.

    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.
  • IT Support in Higher Education: Unique Challenges and Opportunities
    IT Support in Higher Education: Unique Challenges and Opportunities Jeff Rumburg, Managing Partner at MetricNet Recorded: Jul 13 2016 62 mins
    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!
  • The Future of Desktop Support: What the KPIs are Telling Us
    The Future of Desktop Support: What the KPIs are Telling Us Jeff Rumburg, Managing Partner at MetricNet Recorded: Jun 14 2016 64 mins
    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.
  • Unleashing the Enormous Power of Call Center KPIs
    Unleashing the Enormous Power of Call Center KPIs Jeff Rumburg, Managing Partner at MetricNet Recorded: May 17 2016 63 mins
    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!

    Viewers will learn:

    How the industry's top performing Call Centers track and trend their performance.

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

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

    The key success factors in performance measurement from the industry's top performing Call Centers.

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