All ResourcesWhitepapers C-Level Success and the Secret Weapon of Service and Support Download the PDF: MetricNet's "C-Level Success and the Secret Weapon of Service and Support" presentation was delivered on Wednesday, November 2, 2016, at the FUSION 16 Service and Support Conference…Angela IrizarryNovember 2, 2016
All ResourcesRecorded Webcasts Benchmarking Roundup: Summary of 2016 Service and Support 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.…Angela IrizarryOctober 4, 2016
All ResourcesNews and Press MetricNet Launches Benchmark for Human Resource Call Centers MCLEAN, Va., Sept. 30, 2016 /PRNewswire/ -- MetricNet, LLC, the leading provider of benchmarks for Service and Support Centers worldwide, is pleased to announce the industry's first Service Center Benchmark…Angela IrizarrySeptember 30, 2016
All ResourcesRecorded Webcasts HDI Kentuckiana | The Zen Of Support The words ‘Customer Support’ and ‘Customer Service’ accurately describe the role of Service Desk and Desktop Support Professionals. Unfortunately, these words sometimes carry negative connotations, and do not accurately convey…Angela IrizarrySeptember 22, 2016
All ResourcesRecorded Webcasts HDI Indianapolis | Service and Support as a Business Most IT professionals are familiar with the operational metrics of service and support. KPIs such as cost per ticket, first contact resolution rate, and mean time to resolve are well…Angela IrizarrySeptember 21, 2016
All ResourcesRecorded Webcasts HDI Gateway | The Zen of Support The words ‘Customer Support’ and ‘Customer Service’ accurately describe the role of Service Desk and Desktop Support Professionals. Unfortunately, these words sometimes carry negative connotations, and do not accurately convey…Angela IrizarrySeptember 20, 2016
All ResourcesRecorded Webcasts Service Desk Best Practices 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.…Angela IrizarrySeptember 14, 2016
All ResourcesRecorded Webcasts Optimizing the Tradeoff: Cost vs. Quality in IT Service and Support Cost vs. quality: It’s a perennial issue in technical service and support. Drive your costs too low, and you risk sacrificing the quality of service. Conversely, if you push quality…Angela IrizarryJuly 19, 2016
All ResourcesDesktop SupportRecorded WebcastsService Desk IT Support in Higher Education: Unique Challenges and Opportunities Click here to download the presentation slides! If you work as an IT Service and Support professional in higher ed, you are all too familiar with the challenges of…Angela IrizarryJuly 12, 2016
All ResourcesRecorded Webcasts The Future of Desktop Support: What the KPIs are Telling Us 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…Angela IrizarryJune 15, 2016
