Succeeding with Metrics | A MetricNet Certified Virtual Workshop

Workshop Date and Format:
This workshop will be scheduled to meet your requirements and will be presented remotely through a video conferencing tool (e.g., Zoom or Microsoft Teams). This is a private event, so only those from your organization will be in attendance. The resources listed below will be delivered via email prior to the workshop.

Pricing Terms:
The price of this workshop is $2,500 per attendee/student. If you have a large group, please contact us at info@metricnet.com for bulk pricing.

Tools and Resources Included:

– Full-day virtual workshop with extensive Q&A encouraged by MetricNet

– MetricNet’s proprietary Best Practices Process Assessment – based on industry benchmarking data (in Excel format)

– Expert guidance on how to transform your service desk, desktop support group, or contact center into a center of excellence!

Functional Area and Geography:
This workshop is available for service desks, desktop support groups, and contact centers worldwide.

Attendees will learn how to:

• Track and trend performance over time
• Benchmark performance vs. industry peers
• Identify strengths and weaknesses in service and support
• Diagnose and understand the underlying drivers of performance gaps
• Prescribe actions to improve performance
• Establish performance goals for both individuals and the support organization
• Initiate actions that yield sustainable, measurable performance gains

This interactive, consultative full-day workshop – facilitated by industry expert Jeff Rumburg – will provide a comprehensive overview of best practices in performance measurement and management for your Service Desk, Desktop Support Group, or Contact Center.

Many of us have heard the sage advice “You can’t manage what you don’t measure.” This is particularly true in service and support, where effective performance measurement is not just a necessity, but a prerequisite for a successful center. This workshop addresses this shortcoming and will provide a comprehensive overview of best practices in Performance Measurement

In this workshop, MetricNet’s research, gathered from literally thousands of Service and Support benchmarks, will illustrate that the vast majority of service and support organizations use metrics to track and trend their performance – but nothing more! Unfortunately, in this mode, a service and support organization misses the real value of performance measurement by failing to exploit the diagnostic capabilities of KPIs, and the call-to-action potential of KPIs.