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MetricNet

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  • 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.
  • The Role of IT Leadership in Service and Support The Role of IT Leadership in Service and Support Jeff Rumburg, Managing Partner at MetricNet Recorded: Apr 19 2016 64 mins
    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.
  • Service and Support as a Business Service and Support as a Business Jeff Rumburg, Managing Partner at MetricNet Recorded: Mar 15 2016 64 mins
    Most IT professionals are familiar with the operational metrics of service and support. KPIs such as cost per ticket, first contact resolution rate, and mean time to resolve are well understood and almost universally applied. Yet even support organizations that have mastered these metrics and achieved a degree of operational success often struggle to gain visibility and credibility within their own enterprise. The all-too-common result is that service and support operates at a subsistence level, and lacks the necessary resources to deliver effective levels of support.

    The business world offers a potential solution to this dilemma. When a business is not performing well, investments in the business dry up because there is no reasonable expectation of earning a profit. By contrast, businesses that are profitable receive adequate funding because they are able to attract investment capital seeking a positive return. So what would happen if IT service and support organizations began operating more like businesses, and were able to attract funding and other resources based upon their profitability?

    In this presentation Jeff Rumburg, Managing Partner at MetricNet, reveals 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 Unleashing the Enormous Power of Service and Support KPIs Jeff Rumburg Recorded: Feb 16 2016 64 mins
    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!