All ResourcesNews and Press MetricNet Delivers Presentation on Managing the Contact Center as a Business at ICMI’s Contact Center Expo 2019 Incline Village, NV, May 16, 2019 (Newswire.com) - Jeff Rumburg, Co-Founder and Managing Partner of MetricNet, presented Session 705, ‘The Profit Center Motive – Managing the Contact Center as a Business!’,…Angela IrizarryMay 16, 2019
All ResourcesNews and Press MetricNet Delivers Presentation on Omnichannel Customer Care at ICMI’s Contact Center Expo 2019 Incline Village, NV, May 15, 2019 (Newswire.com) - Jeff Rumburg, Co-Founder and Managing Partner of MetricNet, presented Session 106, ‘It’s an Omnichannel World - The Brave New World of Omnichannel Agents!’,…Angela IrizarryMay 15, 2019
All ResourcesDesktop SupportMemberMetric of the Month Mean Time to Resolve | Metric of the Month NEW 2020 MTTR webcast can be found here. Incident mean time to resolve (MTTR) is a service level metric for both service desk and desktop support that measures the average…Jeffrey RumburgMay 8, 2019
All ResourcesNews and PressService Desk 5 Ways to Dominate The Brave New World of IT Service and Support It’s been nearly a month since attendees filled the halls in The Hilton Metropole for SDI’s annual conference and expo in Birmingham, UK. Once again, Artificial Intelligence (AI), machine learning…Angela IrizarryApril 25, 2019
All ResourcesCall CenterDesktop SupportMemberMetric of the MonthService Desk Net Promoter Score Benchmarks | Metric of the Month Download This Article Forward To A Friend Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the…Jeffrey RumburgApril 15, 2019
All ResourcesNews and Press MetricNet Participates in Metrics Panel Discussion at the 2019 HDI Conference INCLINE VILLAGE, Nev., April 12, 2019 (Newswire.com) - Jeff Rumburg, co-founder and managing partner of MetricNet, participated in Session 501, "Metrics Magic: Ask the Experts," at the Annual HDI Conference in Orlando, Florida.…Angela IrizarryApril 12, 2019
All ResourcesNews and Press MetricNet Delivers Groundbreaking Presentation at the 2019 HDI Conference INCLINE VILLAGE, Nev., April 11, 2019 (Newswire.com) - Jeff Rumburg, co-founder and Managing Partner of MetricNet, presented Session 205, 'Radical Success: Managing Service and Support as a Business', at the Annual HDI Conference…Angela IrizarryApril 11, 2019
All ResourcesNews and Press MetricNet Delivers Keynote Address on the Future of Service and Support at SDI’s 2019 Annual Conference Jeff Rumburg, Co-Founder and Managing Partner of MetricNet, presented the Tuesday afternoon keynote, ‘The Future of Service and Support – A Brave New World!’, at the 32nd Service Desk Conference Hosted…Angela IrizarryMarch 28, 2019
All ResourcesDesktop SupportMemberMetric of the MonthService Desk Tickets per User per Month | Metric of the Month Tickets per User per Month is both a Service Desk and a Desktop Support metric. There are, however, important differences in the key drivers of these two metrics. So in…Jeffrey RumburgMarch 14, 2019
All ResourcesDesktop SupportMemberMetric of the MonthService Desk Annual Agent Turnover | Metric of the Month Download This Article Forward To A Friend Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the…Jeffrey RumburgMarch 10, 2019
