All ResourcesService Desk How Strategic is Your Service Desk Service desks typically evolve through three stages as they become more strategic. The first stage -- reactivity -- is characterized by high abandonment rates, low customer satisfaction and rampant employee…Angela IrizarryMay 9, 2014
All ResourcesNews and Press IT Service and Support Empowered by HDI 2014 The HDI Conference in Orlando, FL was a smashing success! Those in attendance gained valuable insight into Metrics and Measurements, Service Management Excellence, Team Dynamics, The Customer Experience and more.…Jeffrey RumburgApril 8, 2014
All ResourcesDesktop SupportMember Leveraging KPI’s to Maximize the ROI of Support Download the PDF MetricNet's "Leveraging KPI’s to Maximize the ROI of Support" presentation was delivered on Thursday, April 3, 2014, to a standing room only crowd at the HDI Service…Angela IrizarryApril 3, 2014
All ResourcesDesktop SupportMember The 80/20 rule for Desktop Support KPIs: Less is More! Download the PDF MetricNet's "The 80/20 rule for Desktop Support KPIs: Less is More!" presentation was delivered on Wednesday, April 2, 2014, to a standing room only crowd at the…Angela IrizarryApril 2, 2014
All ResourcesDesktop SupportMemberService DeskWhitepapers Service and Support as a Business | KPIs that Tell the Big Picture Download This Article Forward To A Friend Most IT professionals are familiar with the operational metrics of service and support. KPI’s such as cost per ticket, first contact resolution…Jeffrey RumburgMarch 28, 2014
All ResourcesNews and Press Company Newsletter | March 2014 This month we begin a two part series on Return on Investment for service and support. In part 1, we define how value is created in IT service and support.…Jeffrey RumburgMarch 20, 2014
All ResourcesDesktop SupportMemberService Desk Achieving Customer Enthusiasm | A Simple Model for KPI Excellence Download This Article Forward To A Friend Customer satisfaction is a losing proposition. Satisfied customers are not loyal customers. They are not necessarily customers that want to do business…Angela IrizarryMarch 13, 2014
All ResourcesNews and Press Recap of Best Practices in Desktop Support Best Practices in Desktop Support was delivered March 11, 2014 to a live audience! Jeff Rumburg, Managing Partner at MetricNet, shared key success factors from the industry’s top performing Desktop…Jeffrey RumburgMarch 13, 2014
All ResourcesNews and Press Company Newsletter | February 2014 The ratio of agents to total headcount is an indirect measure of managerial efficiency in service and support. When a support organization experiences costs that are higher than the industry average,…Jeffrey RumburgFebruary 26, 2014
All ResourcesNews and Press Early Access to Exclusive HDI 2014 Content! Each month MetricNet highlights one Key Performance Indicator for the Service Desk or Desktop Support. We define the KPI, provide recent benchmarking data for the metric, and discuss key correlations…Jeffrey RumburgFebruary 19, 2014
