All ResourcesCall CenterDesktop SupportNews and PressService Desk Mayday! Mayday! Amazon & T-Mobile Raise The Bar for IT in 2014 6 second videos, smartphones and social media accounts are driving customer service expectations to never before seen highs. No matter where you choose to get the news this time of…Jeffrey RumburgDecember 18, 2013
All ResourcesService Desk 5 Important IT Service Desk Metrics to Measure and Monitor Many Service Desk managers are unaware of the critical role – beyond mere measurement – that Key Performance Indicators (KPIs) can and should play in the Service Desk. Are you…Angela IrizarryDecember 12, 2013
All ResourcesDesktop SupportMemberService Desk The Zen of Support | Presentation PDF Download the PDF 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…Angela IrizarryDecember 10, 2013
All ResourcesNews and Press Performance Management… Does it keep you up at night? The vast majority of benchmarks do not deliver the business benefits that are promised. MetricNet is not a company who focuses on academic case study and ivory tower discussion. We…Jeffrey RumburgDecember 9, 2013
All ResourcesNews and Press Hit the Easy Button Ever wish you had an Easy Button that really worked? Well, we’ve got something that comes pretty close. It’s MetricNet’s NEW Service Desk Benchmark for Medical Care! We developed this…Jeffrey RumburgDecember 4, 2013
All ResourcesCall Center Social Media | The Future of Customer Care Guest Post by Elana Winchester, Online Marketing Manager, IQPC, North America For organizations across the United States and beyond, the future of customer care is clear: you will need social media in your…Jeffrey RumburgNovember 29, 2013
All ResourcesNews and Press 2013 Checklist and Adding Value in 2014 “Today, the chief impediments to accelerating your enterprise’s ability to add value to your company’s business could be…you, Ms. CIO. That’s because the debate about IT’s role is over. Yes,…Jeffrey RumburgNovember 27, 2013
All ResourcesDesktop Support 5 Important Desktop Support Metrics to Measure and Monitor Most Desktop Support organizations commit two major mistakes when it comes to performance measurement: 1) they do not track the right KPI’s, and 2) they do not exploit the full…Angela IrizarryNovember 27, 2013
All ResourcesNews and Press New Resources Available | November 2013 There are so many exciting things happening at MetricNet! In addition to our extensive resource library, we have formed some strategic alliances with the industry’s top experts including BOMGAR and…Jeffrey RumburgNovember 21, 2013
All ResourcesCall CenterDesktop SupportMemberService Desk Enabling Chat | A MetricNet & BOMGAR Presentation Download the PDF MetricNet and BOMGAR presented a special webcast highlighting key success factors for successful chat enablement! Download it now to: LEARN the Key Success Factors for successful chat…Angela IrizarryNovember 19, 2013
