Fascination – Enlightenment – Unity… Three simple words that say it all. We had the honor and privilege to attend an incredibly powerful HDI conference in Orlando, Florida last week.…
“You can’t manage what you don’t measure”: This is particularly true in service and support, where effective performance measurement is a prerequisite for effective decision making. Despite their importance, few…
Desktop support has evolved dramatically in recent years. From virtualization and remote desktop control, to the rise of SWAT teams and staff augmentation, most desktop support organizations bear no resemblance…
Optimizing headcount is a common challenge in most support groups. In fact, MetricNet has found that the vast majority of service and support organizations are either under-staffed or over-staffed, and…
Benchmarking is a well-established tool for measuring and managing service and support performance. Effective benchmarking allows an organization to quantify the performance of its support desk, compare to others in…
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Every IT support organization aspires to perform at a high level. So why do so few manage to achieve World-Class performance? We invite you to join MetricNet as we review…
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 not accurately convey…
Many Service and Support professionals are unfamiliar with the key performance indicators (KPIs) that are important to track and trend and even fewer are aware of what constitutes acceptable performance.…
The results of MetricNet's 2014 United States In-House Desktop Support Benchmark are in! The data includes 7 types of metrics and 28 Key Performance Indicators. In this article, we…
Many of our clients have come to rely upon MetricNet’s webcasts as an effective tool for training, coacMany of our clients have come to rely upon MetricNet’s webcasts as an effective tool for training, coaching, and improving the skill sets of their IT and call center professionals.hing, and improving the skill sets of their IT and call center professionals.