All ResourcesDesktop SupportMemberMetric of the MonthService Desk ROI OF SUPPORT PART II 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 RumburgAugust 5, 2020
All ResourcesCall CenterDesktop SupportRecorded WebcastsService Desk Metrics that Matter – The Balanced Scorecard Jeffrey RumburgAugust 4, 2020
All ResourcesDesktop SupportMetrics Unleashed VLOGService Desk Introduction to Enterprise Service Management (ESM) In this video, we discuss Enterprise Service Management, or ESM. https://youtu.be/sEgUz550VLs You have probably heard this term before, and you have probably also heard of ITSM, or IT service management. …Jeffrey RumburgJuly 8, 2020
All ResourcesDesktop SupportMemberMetric of the MonthService Desk The ROI of Support Part I 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 RumburgJuly 5, 2020
All ResourcesDesktop SupportMetrics Unleashed VLOGService Desk Metrics Unleashed | ITIL Hacks for the Management Practice of Continual Improvement In this video, we’re going to discuss the concept of ITIL Hacks for the Management Practice of Continual Improvement. https://youtu.be/Fyjk7b4sHo4 As many of you know, ITIL is a multi-billion dollar…Jeffrey RumburgJune 24, 2020
All ResourcesCall CenterDesktop SupportRecorded WebcastsService Desk Metrics That Matter: Agent Job Satisfaction Agent Job Satisfaction is a bellwether metric that impacts many other metrics in service and support. It is positively correlated with customer satisfaction and negatively associated with absenteeism and turnover,…Jeffrey RumburgJune 23, 2020
All ResourcesCall CenterDesktop SupportMemberService Desk Sample Job Satisfaction Surveys Job satisfaction is the percentage of agents in the contact center, analysts in the service desk, or technicians in desktop support that are either satisfied or very satisfied with their…Angela IrizarryJune 23, 2020
All ResourcesCall CenterDesktop SupportRecorded WebcastsService Desk Ask the Expert! Live Metrics Q&A! Everyone has questions about metrics, but they don’t always know where to go to get answers. Enter Jeff Rumburg, our metrics master! If you’ve ever wondered about averages and ranges…Angela IrizarryJune 19, 2020
All ResourcesCall CenterDesktop SupportService Desk Frequently Asked Questions Q: What services does MetricNet offer? A: MetricNet offers a range of benchmarks for Information Technology and Contact Center professionals. These benchmarks compare your performance in key areas such as…Angela IrizarryJune 11, 2020
All ResourcesDesktop SupportMetrics Unleashed VLOGService Desk Defining World-Class Performance in IT Service and Support In this video, we're going to discuss the definition of World-Class Performance in IT Service and Support. https://youtu.be/NZ0XgoqK6xE You’ve undoubtedly heard this term before. In fact, it is so over-used…Jeffrey RumburgJune 10, 2020
