Unleashing the Enormous Power of Service and Support KPIs

Presented by

Jeff Rumburg, Managing Partner at MetricNet

About this talk

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!

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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.