All ResourcesCall CenterService Desk Three Pitfalls to Avoid when Gamifying Service Delivery We recently completed a project that focused on identifying the strategic tactics that service delivery organizations (i.e., contact centers and service desks) were deploying to reduce turnover and improve retention rates. Throughout our research, it became clear…Angela IrizarryMarch 9, 2020
All ResourcesCall CenterDesktop SupportRecorded WebcastsService Desk Metrics that Matter: Productivity | Utilization Agent salaries and benefits represent more than half of all service delivery costs. As a result, if agent utilization is high, cost will be correspondingly low. Conversely, when agent utilization…Angela IrizarryFebruary 27, 2020
All ResourcesNews and Press MetricNet Awarded Multiple Speaking Slots at Service Desk Institute’s 2020 Annual Conference INCLINE VILLAGE, Nev., January 31, 2020 (Newswire.com) - MetricNet is pleased to announce that Jeff Rumburg, Managing Partner of MetricNet, has been invited to facilitate a workshop and present two breakout sessions at The Service…Angela IrizarryJanuary 31, 2020
All ResourcesCall CenterDesktop SupportRecorded WebcastsService Desk Metrics that Matter: Cost per Unit of Work Cost per unit is a common metric throughout our economy. Many of you know the cost of a gallon of gas, or the cost for a cup of coffee, or…Angela IrizarryJanuary 30, 2020
All ResourcesNews and Press Jeff Rumburg of MetricNet Named to HDI’s Top 25 Thought Leaders List for 2020 INCLINE VILLAGE, Nev., January 27, 2020 (Newswire.com) - For the fourth consecutive year, Jeff Rumburg, Managing Partner of MetricNet, LLC, was named one of HDI’s Top 25 Thought Leaders for 2020. Mr.…Angela IrizarryJanuary 27, 2020
All ResourcesNews and Press MetricNet Appoints Angela Irizarry President and Chief Operating Officer INCLINE VILLAGE, Nev., January 8, 2020 (Newswire.com) - MetricNet, LLC, a global leader in IT Service and Support and Contact Center benchmarking and performance improvement consulting, announced today that Angela Irizarry has…Angela IrizarryJanuary 8, 2020
All ResourcesNews and Press MetricNet to Present the Industry’s First Employee Engagement Workshop at SupportWorld Live INCLINE VILLAGE, Nev., November 18, 2019 (Newswire.com) - MetricNet is pleased to announce that Jeff Rumburg, Managing Partner of MetricNet, has been invited to present the industry's first Employee Engagement workshop at…Angela IrizarryNovember 18, 2019
All ResourcesNews and Press MetricNet Facilitates the Industry’s First ROI Workshop at Service Management World INCLINE VILLAGE, Nev., November 13, 2019 (Newswire.com) - Jeff Rumburg, Co-Founder and Managing Partner of MetricNet, presented Session 105, "What’s Your Value Proposition? The Industry’s First ROI Workshop!” at the Annual Service Management World conference in Orlando, Florida. Powered…Angela IrizarryNovember 15, 2019
All ResourcesNews and Press MetricNet Delivers Metrics Workshop and Case Study at ICMI Contact Center Connections INCLINE VILLAGE, Nev., October 31, 2019 (Newswire.com) - Earlier this week, Jeff Rumburg, Co-Founder and Managing Partner of MetricNet, presented three sessions at the Annual ICMI Contact Center Connections Conference…Angela IrizarryNovember 1, 2019
All ResourcesNews and Press MetricNet Delivers Keynote Address on the Future of Service and Support at Service Desk Institute’s 2019 Dubai Conference Incline Village, NV, October 21, 2019 (Newswire.com) - Jeff Rumburg, Co-Founder and Managing Partner of MetricNet, presented the Sunday morning keynote, ‘The Future of Service and Support – A Brave New…Angela IrizarryOctober 21, 2019
