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Unleashing the Enormous Power of Service and Support KPIs

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!
Recorded Feb 16 2016 64 mins
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Presented by
Jeff Rumburg
Presentation preview: Unleashing the Enormous Power of Service and Support KPIs

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  • Metrics that Matter: Balanced Scorecard Jul 30 2020 6:00 pm UTC 60 mins
    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 performing? MetricNet’s research shows that establishing a single, overall performance metric for your support organization is critical. We call this metric the balanced score because it truly does communicate a balanced picture of performance.

    The balanced scorecard is a mechanism that aggregates the most important metrics—all those we have covered in our Metrics that Matter series—into a single, all-inclusive measure of performance. The value of this metric, when tracked over time, is that lets you determine whether overall performance is improving or getting worse. Moreover, it provides a useful benchmark for comparing your performance against other support organizations.

    Learn how to construct a balanced scorecard in this new MetricNet webcast! Additionally, all attendees will receive a complimentary scorecard template from MetricNet.
  • Metrics that Matter: Agent Jun 25 2020 6:00 pm UTC 45 mins
    Jeff Rumburg, Managing Partner at MetricNet
    Agent Job Satisfaction is a bellwether metric that impacts many other metrics in service and support. It is positively correlated with customer satisfaction and negatively associated with absenteeism and turnover, meaning that absenteeism and turnover go down as agent job satisfaction goes up. It turns out that the adage “happy agent equals happy customer” is not just a cliché; it can be demonstrated empirically!

    As a 30-year veteran of this industry, I have seen support organizations struggle more often than not with poor morale and low job satisfaction. The good news is that both of these factors are controllable. By managing agent job satisfaction, you are simultaneously driving higher levels of agent engagement. Some of the primary levers you have for driving job satisfaction, and hence agent engagement, include training, coaching, and career pathing. Additionally, psychometric testing and agent scorecards are two underutilized tools that can have a significant positive impact on agent engagement in the workplace. Finally, compensation levels that are well above the market minimum not only produce higher levels of job satisfaction, but they also create economic benefits for the contact center that far outweigh the cost of higher salaries.

    Learn how to capture and calculate agent job satisfaction in this new MetricNet webcast! Additionally, Jeff Rumburg will reveal the primary levers support organizations have for driving job satisfaction, demonstrate the strong correlation job satisfaction has with other key metrics, and share benchmarking ranges for a representative cross-section of North American support organizations.
  • Metrics that Matter: Quality May 28 2020 6:00 pm UTC 45 mins
    Jeff Rumburg, Managing Partner at MetricNet
    Customer satisfaction and cost per ticket are the yin and yang of a service organization. These metrics are in constant tension, and every service organization grapples with how to strike an appropriate balance between the two. With no restraints on spending, it is relatively easy for a support organization to “spend its way” to high customer satisfaction. Conversely, if customer satisfaction is not an issue, a support organization can reduce its costs almost indefinitely.

    Every support organization should be tracking customer satisfaction on an ongoing basis because it is a measure of how effectively a support organization conducts its business. Moreover, every support manager should be regularly asking: If customer satisfaction is one of the "foundation metrics", how can we affect it? How can we improve it? Put another way, if customer satisfaction is suffering, what is the diagnosis?

    Learn how to capture and calculate customer satisfaction in this new MetricNet webcast! Additionally, Jeff Rumburg will discuss the tradeoff between cost and quality, and share the key drivers of customer satisfaction along with benchmarking ranges for a representative cross-section of North American support organizations.
  • Metrics that Matter: Contact Handling Apr 30 2020 6:00 pm UTC 45 mins
    Jeff Rumburg, Managing Partner at MetricNet
    First-contact resolution (FCR), as the name suggests, measures the percentage of tickets resolved on first contact with the customer. A high FCR is almost always associated with high levels of customer satisfaction. FCR is a measure of how effectively your service delivery organization conducts its business and is a function of many factors, including the complexity and types of transactions handled, the experience of your agents, the quality of agent training, and tools such as knowledge management and remote control. The metric is most often measured monthly, because a monthly timeframe is long enough to provide statistical significance. But it can also be measured annually, weekly, daily, or even hourly.

    Nine times out of ten, when customer satisfaction needs improvement, this can be achieved by increasing first-contact resolution. This is why world-class support organizations pay so much attention to this metric. They engage in a variety of tactics to continuously improve first-contact resolution, including technician training, investments in knowledge management, and remote-control tools.

    Learn how to capture and calculate FCR in this new MetricNet webcast! Additionally, Jeff Rumburg will share the key drivers of FCR, benchmarking ranges for FCR, and explain the critical difference between Net and Gross FCR.
  • Metrics that Matter: Service Level Mar 24 2020 6:00 pm UTC 45 mins
    Jeff Rumburg, Managing Partner at MetricNet
    It's human nature to be impatient when in need of technical support or customer service. It doesn’t matter if customers are calling their bank, their cable company, or their company’s internal technical support department. They want a resolution to their problem or an answer to their question right then and there! Unfortunately, they are often met with barriers to quick resolution such as long speeds of answer due to understaffing or terribly complicated IVR logic that leads to behavior based on frustration including call abandonment.

    Many service level agreements include targets for call abandonment, average speed of answer, and mean time to resolve. Although a low abandonment rate, speed of answer, and mean time to resolve are worthy objectives, many service delivery organizations go too far in trying to enforce aggressive service levels. Those who pursue this strategy typically believe that aggressive service levels are a prerequisite for achieving high customer satisfaction levels. The truth is that aggressive service levels will not necessarily lead to higher levels of customer satisfaction.

    Learn how to set appropriate service level targets in this new MetricNet webcast! Additionally, Jeff Rumburg will define the most common service level metrics, reveal why service level targets are so important, and provide benchmarking ranges for the most common service level metrics.
  • Metrics that Matter: Productivity Feb 27 2020 7:00 pm UTC 45 mins
    Jeff Rumburg, Managing Partner at MetricNet
    Agent salaries and benefits represent more than half of all service delivery costs. As a result, if agent utilization is high, cost will be correspondingly low. Conversely, when agent utilization is low, agent costs, and hence cost per contact or cost per ticket, will be correspondingly high.

    Just as world-class service delivery organizations are obsessive about maintaining high customer satisfaction levels, they are equally committed to keeping their costs in check. They do this primarily by maintaining tight control over agent utilization. This has the effect of minimizing cost per contact and cost per ticket. That said, extremely high agent utilization can actually increase your costs by driving agent turnover and absenteeism higher. Whenever agent utilization rates approach 60–70 percent, a service desk will experience relatively high agent turnover because they are pushing the agents too hard. Extremely high utilization leads to burnout, higher turnover, higher absenteeism, and lower morale in the service desk.

    Learn how to capture and calculate agent utilization in this new MetricNet webcast! Additionally, Jeff Rumburg will reveal why this KPI is so important, share the key drivers of agent utilization, and provide benchmarking ranges for this critical KPI.
  • Metrics that Matter: Cost Jan 30 2020 7:00 pm UTC 45 mins
    Jeff Rumburg, Managing Partner at MetricNet
    Cost per unit is a common metric throughout our economy. Many of you know the cost of a gallon of gas, or the cost for a cup of coffee, or the cost of a movie ticket. Yet surprisingly, many service and support managers do not know their own cost per contact or cost per ticket.

    In any service delivery organization, cost, or more accurately unit cost, is critically important. cost per ticket is a measure of how efficiently a service desk conducts its business. A higher than average cost per ticket is not necessarily a bad thing, particularly if accompanied by higher than average customer satisfaction and service levels. Conversely, a low cost per ticket is not necessarily good, particularly if the low cost is achieved by sacrificing service levels or customer satisfaction. Every service desk should track and trend cost per ticket on a monthly basis.

    Learn how to capture and calculate cost per unit of work in this new MetricNet webcast! Additionally, Jeff Rumburg will reveal why this KPI is so important, share the key drivers of cost, and provide benchmarking ranges for both cost per contact and cost per ticket.
  • Benchmarking Roundup: Summary of 2019 Call Center Benchmarks Recorded: Dec 4 2019 64 mins
    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 aware of what constitutes acceptable performance. In this session, Jeff Rumburg will share the results of MetricNet’s 2019 Global Benchmarking Initiative for Call Centers, discuss the methodology, define the KPIs used for benchmarking, and share performance data from more than 140 companies worldwide.
  • Benchmarking Roundup: Summary of 2019 Service and Support Benchmarks Recorded: Nov 5 2019 64 mins
    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 are aware of what constitutes acceptable performance. In this session, Jeff Rumburg will share the results of MetricNet’s 2019 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.
  • Unleashing the Enormous Power of Call Center KPIs Recorded: Oct 8 2019 64 mins
    Jeff Rumburg, Managing Partner at MetricNet
    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 Future of Desktop Support: What the KPIs are Telling Us Recorded: Sep 10 2019 63 mins
    Jeff Rumburg, Managing Partner at MetricNet
    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.
  • Call Center Best Practices Recorded: Aug 6 2019 64 mins
    Jeff Rumburg, Managing Partner at MetricNet
    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!
  • Unleashing the Enormous Power of Service and Support KPIs Recorded: Jul 16 2019 64 mins
    Jeff Rumburg, Managing Partner at MetricNet
    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!
  • The Future of Service and Support: A Brave New World! Recorded: Jun 11 2019 64 mins
    Jeff Rumburg, Managing Partner at MetricNet
    IT Service and Support organizations worldwide are moving aggressively towards new business models. ITIL 4, AI, and hiring practices that place a premium on business skills are radically altering the landscape of the industry. A bright future awaits those who are prescient enough to embrace these industry megatrends, while those who are slow to adapt will operate at a significant disadvantage for many years to come.

    In this webcast, Jeff Rumburg, Managing Partner at MetricNet, will use industry benchmarking data to connect the dots and present a vision of the service organization of the future. Attendees will learn how people, process and technology are converging upon a tipping point that will radically reshape the support industry of the future.
  • The Role of IT Leadership in Service and Support Recorded: May 7 2019 64 mins
    Jeff Rumburg, Managing Partner at MetricNet
    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 Desk Best Practices Recorded: Apr 16 2019 64 mins
    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'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.
  • Turbocharge Your Contact Center Metrics With Benchmarking! Recorded: Dec 4 2018 63 mins
    Jeff Rumburg, Managing Partner at MetricNet
    Benchmarking is a proven tool for optimizing contact center performance. Effective benchmarking enables a contact center to quantify its performance, compare against others in the industry, identify performance gaps, and define the actions necessary to optimize performance. Industry data shows that contact centers that conduct annual benchmarking are far more likely to achieve world-class performance, yet fewer than 20% of all contact centers engage in benchmarking. In this webcast, Jeff Rumburg will demonstrate through case studies how benchmarking enables contact centers to optimize their performance. He will share the results of MetricNet’s 2018 Global Benchmarking Initiative, discuss the Benchmarking Methodology, define the KPIs used for benchmarking, and provide performance data from more than 300 contact centers worldwide.
  • Turbocharge Your IT Service and Support Metrics With Benchmarking! Recorded: Nov 6 2018 62 mins
    Jeff Rumburg, Managing Partner at MetricNet
    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 Recorded: Oct 9 2018 64 mins
    Jeff Rumburg, Managing Partner at MetricNet
    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!
  • The Future of Desktop Support: What the KPIs are Telling Us Recorded: Sep 13 2018 61 mins
    Jeff Rumburg
    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.
Global Leader in IT Service and Support Benchmarking
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.

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  • Title: Unleashing the Enormous Power of Service and Support KPIs
  • Live at: Feb 16 2016 7:00 pm
  • Presented by: Jeff Rumburg
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