Search results Search for: Search Refine your results by duration: Any Under 5 mins Under 20 mins Over 20 mins Sort by: Relevance Views Date Rightsizing the Contact Center – Customer Care Staffing Ratios Jeff Rumburg, Managing Partner at MetricNet One of the most common questions I hear from contact center managers is “How many agents do I need to support our customers?” It’s a great question, b... July 14, 2022 6:00pm Rightsizing IT Service and Support – Staffing Ratios Jeff Rumburg, Managing Partner at MetricNet One of the most common questions I hear from IT support managers is “How many analysts or technicians do I need to support our end users?” It’s a grea... July 21, 2022 6:00pm Metrics that Matter: Balanced Scorecard Jeff Rumburg, Managing Partner at MetricNet Despite all the data that support managers have at their fingertips, most cannot answer a very basic question: How is my support organization performi... 1 month ago | 120 mins The Current State of AI in Service and Support Jeff Rumburg, Managing Partner at MetricNet The current state of AI in service and support is underwhelming. Promises of bot-powered agentless support, problems that automatically correct themse... August 25, 2022 6:00pm Service Desk Best Practices Jeff Rumburg, Managing Partner at MetricNet In this webcast, MetricNet will share the key success factors from the industry's top performing Service Desks. Attendees will: HEAR how the industry... September 22, 2022 6:00pm Metrics that Matter – The Emerging Metrics of Channel Mix Jeff Rumburg, Managing Partner at MetricNet Channel mix is the percentage of incoming tickets that arrive at the service desk through various channels. The most common channels include walk-up, ... 3 months ago | 66 mins Metrics that Matter – The Metrics of Shift Left Jeff Rumburg, Managing Partner at MetricNet Organizations that haven't spent a great deal of time shifting left—that is, moving tickets from desktop support to Level 1 service desk, or from Leve... 3 months ago | 65 mins Contact Center Best Practices Jeff Rumburg, Managing Partner at MetricNet An overview of Contact Center Best Practices. HEAR how the industry's top performing Contact Centers Achieve World-Class Status! LEARN key strategie... October 20, 2022 6:00pm Unleashing the Enormous Power of Contact Center KPIs Jeff Rumburg, Managing Partner at MetricNet In Unleashing the Enormous Power of Contact Center KPIs, MetricNet provides an overview of the Best Practices in Contact Center Performance Measuremen... 4 months ago | 62 mins Unleashing the Enormous Power of IT Service and Support KPIs Jeff Rumburg, Managing Partner at MetricNet In Unleashing the Enormous Power of IT Service and Support KPIs, MetricNet provides an overview of the Best Practices in IT Service and Support Perfor... 5 months ago | 50 mins Load more
