Name: Metrics that Matter: First Contact Resolution
Start: 2020-04-30T18:00:00Z
End: 2020-04-30T18:00:45.000Z
Location: BrightTALK
Rating: 4.7

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.

Service and support organizations are under constant pressure to do more with less. In this webcast, Jeff Rumburg will present a simple yet compelling methodology for calculating the ROI of IT Service Management, provide case studies from two FORTUNE 100 companies that adopted an ROI methodology to justify their ITSM initiatives, and share benchmarking data that objectively demonstrates the relationship between ROI and ITSM maturity.

Maximizing ROI in Service and Support through Continuous Improvement

Many Contact Center 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 webcast, Jeff Rumburg will share the results of MetricNet’s 2024 Global Benchmarking Initiative for Contact Centers, discuss the methodology, define the KPIs used for benchmarking, and share performance data from more than 140 companies worldwide.

Benchmarking Roundup: Summary of 2024 Contact Center Benchmarks

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 2024 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.

Benchmarking Roundup: Summary of 2024 IT Service and Support Benchmarks

Channel mix is the percentage of incoming tickets that arrive at the service desk through various channels. The most common channels include walk-up, voice, email, web, chat, and self-help. Channel mix at level 1 is rapidly evolving and is considered one of the industry’s megatrends. In 2007 voice calls represented almost 80% of all ticket volume. Today, voice accounts for just over 50% of incoming ticket volume.

There are, however, better end states for channel mix, and less optimal end states for channel mix. In this webcast, Jeff Rumburg will share the key drivers of channel mix, strategies to optimize channel mix, and guiding principles from organizations that come closest to truly optimizing their incoming channel mix.

Metrics that Matter – The Emerging Metrics of Channel Mix

Benchmarking is more than just tracking internal KPIs; it’s about comparing your performance to an external peer group to gain actionable insights that drive performance improvements. In this webcast, Jeff Rumburg will discuss MetricNet's unique benchmarking methodology that has been leveraged by more than half of the Global 2000 over the past 30 years. Attendees will learn how to use comparative data effectively to uncover opportunities for improvement and to set realistic, achievable performance targets.

The Art of Benchmarking: Beyond Traditional Metrics

First Contact Resolution (FCR) remains one of the most critical metrics for customer satisfaction and operational efficiency in service and support. This webcast will delve into advanced strategies for improving FCR rates, including effective training programs, process optimization, and leveraging data analytics. Discover how focusing on FCR can lead to higher customer satisfaction, reduced operational costs, and a more empowered support team.

Maximizing First Contact Resolution: Strategies for Success

Explore real-life case studies of successful AI adoption in IT service and support. This session will highlight various organizations' experiences, focusing on challenges faced, strategies employed, and the outcomes achieved.
o Attendees Will Learn:
1. Insights from real-world AI adoption case studies.
2. Strategies and challenges in implementing AI solutions.
3. Proven ROI, cost, quality, and cycle time benefits of AI.

AI Success Stories: Case Studies in IT Service and Support

In this new webcast, Jeff Rumburg will reveal the fundamental steps and key considerations for integrating AI in IT Service and Support. Additionally, he will provide a clear roadmap for successful AI implementation and adoption based on proven success factors. 
o Attendees Will Learn:
1. Getting started with AI in IT service and support.
2. Key considerations and best practices for AI integration.
3. The ROI of various AI technologies.

Getting Started with AI in IT Service & Support: An Expert Guide

Join us as we reveal 5 strategic approaches to rapidly improve your Contact Center's efficiency. These practical strategies are tailored for fast implementation and notable improvements, transforming your contact center operations in days or weeks, not months or years. 
o Attendees Will Learn:
1. Proven strategies for rapid efficiency gains in contact centers.
2. Tips for implementing quick-win approaches for immediate results.
3. Long-term strategies for maintaining and building upon initial improvements.

5 Contact Center Strategies to Deliver Quick Wins

Join us as we reveal 5 simple hacks to rapidly enhance your Service Desk's performance in 2024! These straightforward strategies are designed for quick implementation and significant impact, ensuring both immediate and lasting improvements. 
o Attendees Will Learn:
1. Fast and effective hacks to improve service desk cost, quality, and cycle time.
2. Strategies for quick wins and long-term service desk improvement in people, process, and technology.
3. Identifying, capturing and measuring the immediate improvement opportunities.

5 Service Desk Hacks: Boost Performance in Under a Month

Join Jeff Rumburg as he discusses the critical aspects of successful outsourcing in our 'Ask the Expert' session. We'll cover essential vendor management strategies and address the most common challenges when it comes to managing and measuring outsourcer performance. 
1. Attendees Will Learn:
• Outsource vs. Insource: Which strategy is right for you?
• How to identify and avoid common pitfalls in outsourcing.
• Driving optimal performance in your outsourcing relationship.

Ask the Expert: Success Factors in IT Support and Contact Center Outsourcing

Join us for an in-depth look at our Contact Center Benchmark and Performance Optimizer. This demo will focus on how to best utilize this Excel-based tool to improve the performance of your contact center. We'll explore benchmarking, optimization techniques, and demonstrate how these insights can be applied effectively. 
1. Attendees Will Learn:
• Techniques for leveraging data to improve contact center operations.
• How to effectively benchmark and optimize contact center performance.
• Practical tips for implementing actionable insights.

Elevate Your Contact Center: Dashboard and Performance Optimizer Demo

Join us for a comprehensive demonstration of our Service Desk Benchmark & Performance Optimizer. This webcast is designed to show how the dashboard can enhance the performance and efficiency of your service desk operations. Key features and functionalities will be highlighted, with a focus on practical application in real-world scenarios. 
Attendees Will Learn:
• How to use key features of the tool to improve cost, quality, and cycle time.
• Strategies for improving service desk performance using data-driven insights.
• Leveraging the Performance Optimizer to ensure measurable, continuous improvement.

Maximizing Efficiency in 2024: Service Desk On-Demand Benchmarking Demo

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 2023 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.

Benchmarking Roundup: Summary of 2023 IT Service and Support Benchmarks

Many Contact Center 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 webcast, Jeff Rumburg will share the results of MetricNet’s 2023 Global Benchmarking Initiative for Contact Centers, discuss the methodology, define the KPIs used for benchmarking, and share performance data from more than 140 companies worldwide.

Benchmarking Roundup: Summary of 2023 Contact Center Benchmarks

IT Support Outsourcing is at an inflection point, and there are no shortage of stumbling blocks to navigate. How do we clear these hurdles and journey towards successful IT Support Outsourcing relationships? It's time to dissect and address the issues that can make or break the outsourcing experience.

Previously, we highlighted the 11 common failure modes of IT outsourcing relationships, shedding light on complex challenges from vendors over-promising and under-delivering, to governance deficits, contract misalignments, and the confusing mesh of data and analysis. However, we've barely scratched the surface of these issues.

Now, Jeff Rumburg, a seasoned veteran of the IT industry, returns for an in-depth exploration of these challenges. Leveraging over three decades of experience, Jeff will dive into real-world case studies, analysing these obstacles and providing practical solutions to overcome them.

In this enlightening webcast, you'll get to:

  - Review the 11 major failure modes in IT outsourcing relationships and their impact on performance.
  - Unearth effective strategies to dodge these pitfalls and ensure a mutually beneficial outsourcing contract.
  - Understand how to decipher vendor reports and interpret the underlying metrics.
  - Learn how to establish a non-zero-sum perspective in an IT outsourcing contract, fostering a mindset of shared success.
  - Discover how to foster continuous improvement, increase transparency, and reduce turnover in outsourcing projects.
 
Don't miss this opportunity to go beyond the surface-level challenges and dig into the root causes. Join us to uncover how to future-proof your IT Support Outsourcing and harness the potential of IT Service and Support in 2023.

IT Support Outsourcing in 2023: Rising Above the Typical Challenges

Instead of doggedly pursuing training, certification, and maturation…. and then waiting years to see any kind of benefit from all that effort, many organizations have decided instead to hack ITIL. An ITIL hack is simply a shortcut that allows you to achieve the benefits of a mature ITIL practice without having to go through months or even years of effort.

In a benchmark that MetricNet performed for one of the largest insurance companies in the world, it was discovered that end users in this company were logging an average of 2 service desk incidents per month. That’s about double the industry average, which was concerning not only because the average cost of a ticket at level 1 was about $25, but also because every ticket represents productive time that’s lost by the user. And that’s usually the bigger cost – that is, the lost user productivity – rather than the direct cost of support.

In this webcast, Jeff Rumburg will reveal how this this organization reached their goal of 50% reduction in total incidents – not in a year – but in less than six months! Attendees will learn the four simple, but very effective steps this organization took to realize all the benefits of ITIL, without going through the pain of maturing the formal ITIL practice of problem management.

Hacking ITIL - Problem Management

In Unleashing the Enormous Power of Contact Center KPIs, MetricNet provides an overview of the Best Practices in Contact Center Performance Measurement. Our best practices help contact centers lower costs and increase customer satisfaction!

Viewers will learn:

How the industry’s top performing Contact Centers track and trend their performance.

How to use Contact Center KPIs diagnostically to achieve World-Class Performance.

How to apply Best Practices in Contact Center Performance Measurement and Management.

The key success factors in performance measurement from the industry’s top performing Contact Centers.

Unleashing the Enormous Power of Contact Center KPIs

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: First Contact Resolution

Contact Handling

Metrics

KPIs

MetricNet

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Service Desk

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Contact Center

First Contact Resolution

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Metrics that Matter: First Contact Resolution

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