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 The Leadership Edge - What it Takes to Succeed in IT Service and Support Jeff Rumburg, Managing Partner at MetricNet 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 exec... 1 week ago | 62 mins A 10-Year Trend in Contact Center Performance - Benchmarks Tell the Story Jeff Rumburg, Managing Partner at MetricNet Are you struggling to keep up with the rapid evolution of the contact center industry? Do you feel like you're falling behind on key trends and unsure... April 20, 2023 6:00pm The State of Desktop Support in 2023 - Succeeding in a Hybrid Work Environment Jeff Rumburg, Managing Partner at MetricNet Many organizations are now embracing hybrid work environments where some employees are working remotely while others are working in the office. This p... 1 month ago | 65 mins Service Desk Outsourcing in 2023: Megatrends and Best Practices Jeff Rumburg, Managing Partner at MetricNet Are you frustrated with your service desk outsourcing arrangements? Do you feel like your vendor is consistently out of compliance with the terms of t... 2 months ago | 67 mins Case Studies in Service Desk AI and Machine Learning Jeff Rumburg, Managing Partner at MetricNet As IT leaders, it's your job to stay ahead of the curve and leverage emerging technologies to improve your organization's operations. Two such example... May 25, 2023 6:00pm Benchmarking Roundup: Summary of 2022 Contact Center Benchmarks Jeff Rumburg, Managing Partner at MetricNet Many Call Center professionals are unfamiliar with the key performance indicators (KPIs) that are important to track and trend and even fewer are awar... 4 months ago | 47 mins Benchmarking Roundup: Summary of 2022 IT Service and Support Benchmarks Jeff Rumburg, Managing Partner at MetricNet Many Service and Support professionals are unfamiliar with the key performance indicators (KPIs) that are important to track and trend and even fewer ... 5 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... 5 months ago | 54 mins 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... 6 months ago | 63 mins 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... 9 months ago | 53 mins Load more
