All ResourcesRecorded Webcasts AI in IT Service and Support Meaningful Metrics Angela IrizarryNovember 5, 2020
All ResourcesRecorded Webcasts Metrics Roundup – Industry Benchmarks for IT Service and Support Angela IrizarryOctober 23, 2020
All ResourcesRecorded Webcasts Metrics that Matter – The Emerging Metrics of Channel Mix Angela IrizarryOctober 7, 2020
All ResourcesMemberMetric of the MonthService Desk Metric of the Month: Service Desk Balanced Scorecard Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the metric, and discuss key correlations and cause-and-effect…Angela IrizarryOctober 1, 2020
News and Press MetricNet Publishes 2020 Job Satisfaction and Employee Retention Report INCLINE VILLAGE, Nev., September 21, 2020 (Newswire.com) - MetricNet has published the results of its 2020 Job Satisfaction and Employee Retention Survey. The complete 100+ page report is now available for immediate download…Angela IrizarrySeptember 21, 2020
All ResourcesDesktop SupportService Desk Service Delivery Transformation – A Wish-List from the Front Line Recent events have forced many organizations into a state of rapid transformation - particularly in the Service and Support industry. If you are like most service delivery organizations, your front line is now geographically…Angela IrizarryAugust 26, 2020
News and Press MetricNet, SDI Announce Strategic Partnership to Enhance and Empower the Global Service Desk Industry MetricNet, LLC and The Service Desk Institute (SDI) today announced a strategic partnership that will increase the availability and accessibility of industry benchmarking data and tools that service desk professionals…Angela IrizarryAugust 25, 2020
All ResourcesCall CentereBooksMemberWhitepapers Introduction to Outsourced Contact Center Metrics | 41 Definitions, Formulas & Key Correlations This free 44-page eBook is an introduction to Outsourced Contact Center KPIs including definitions, information on the importance of each metric & key correlations for 41 Outsourced Contact Center metrics.…Angela IrizarryAugust 21, 2020
All ResourcesCall CentereBooksMemberWhitepapers Introduction to Insourced Contact Center Metrics | 41 Definitions, Formulas & Key Correlations This free 44-page eBook is an introduction to Insourced Contact Center KPIs including definitions, information on the importance of each metric & key correlations for 41 Insourced Contact Center metrics.…Angela IrizarryAugust 21, 2020
