Ensuring Success in IT Service and Support: Case Studies from the Front Lines

Presented by

Jeff Rumburg

About this talk

Every IT support organization aspires to perform at a high level. So why do so few manage to achieve World-Class performance? We invite you to join MetricNet as we review case studies from some of the world’s foremost service and support organizations. Learn how these industry superstars: •Maximize Customer Satisfaction •Reduce Ticket Volumes •Manage Service Levels •Reduce and Minimize Costs •Optimize the Channel Mix •Demonstrate Economic Value In this webcast, Jeff Rumburg, Managing Partner at MetricNet, will provide 10 specific best practices that are common to the industry’s top performers!

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MetricNet is the global leader in IT Service and Support and Contact Center benchmarking. More than half of the FORTUNE 500 rely on MetricNet benchmarks to improve and optimize their performance. MetricNet is the first, and still the only company to offer downloadable service desk and desktop support benchmarks from their website. With a global benchmarking database of nearly 4,000 IT Service and Support benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry. Mr. Rumburg is the winner of the Ron Muns Lifetime Achievement Award, was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management for 2016, 2017 and 2018, and has served on HDI’s strategic advisory board. He is co-founder and Managing Partner of MetricNet, LLC, where he is responsible for global strategy, product development, and client engagement delivery. As a leading expert in benchmarking and re-engineering, Mr. Rumburg authored a best selling book on benchmarking, and has been retained as a benchmarking expert by such iconic companies as American Express, Intel, Coca Cola, and Emory Healthcare.