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MetricNet

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  • Benchmarking Roundup: Summary of 2017 Service and Support Benchmarks
    Benchmarking Roundup: Summary of 2017 Service and Support Benchmarks Jeff Rumburg, Managing Partner at MetricNet Recorded: Oct 10 2017 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 2017 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.
  • ITSM and ITIL Framework: Turbocharge Your Metrics With Benchmarking
    ITSM and ITIL Framework: Turbocharge Your Metrics With Benchmarking Jeff Rumburg, Managing Partner at MetricNet Recorded: Sep 21 2017 61 mins
    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.
  • Turbocharge Your Metrics With Benchmarking!
    Turbocharge Your Metrics With Benchmarking! Jeff Rumburg, Managing Partner at MetricNet Recorded: Sep 12 2017 64 mins
    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
    Call Center Best Practices Jeff Rumburg, Managing Partner at MetricNet Recorded: Aug 8 2017 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!
  • C-Level Success and the Secret Weapon of Service and Support
    C-Level Success and the Secret Weapon of Service and Support Jeff Rumburg, Managing Partner at MetricNet Recorded: Jul 11 2017 60 mins
    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.
  • Any Time, Any Place: The Ultimate Customer Experience!
    Any Time, Any Place: The Ultimate Customer Experience! Jeff Rumburg, Managing Partner at MetricNet Recorded: Jun 13 2017 64 mins
    The growth of multichannel support and BYOD policies has opened up a plethora of new avenues for customers to engage with IT support. This has the potential to create a richer, more satisfying experience for the customer, but savvy support organizations recognize that it isn’t good enough to simply replicate the same service in different channels. It’s really about maximizing the customer experience for each unique channel and device. In this session, you’ll find out how progressive support organizations have harnessed the potential of “any time, any place” support to drive and sustain high levels of customer engagement. You’ll review case studies and benchmarking data that illustrate the power of multichannel, multidevice support in today’s complex IT enterprise.
  • Unleashing the Enormous Power of Call Center KPIs
    Unleashing the Enormous Power of Call Center KPIs Jeff Rumburg, Managing Partner at MetricNet Recorded: May 16 2017 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 11 2017 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.
  • 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.

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