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 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 ResourcesDesktop SupportMemberMetric of the MonthService Desk Ratio of Agents to Total Headcount Download This Article Forward To A Friend There are a number of ways to measure the efficiency of a service desk or desktop support group. Metrics such as cost…Jeffrey RumburgFebruary 13, 2014
All ResourcesMemberRecorded WebcastsService Desk Service Desk Best Practices | Full Video Recording Did you miss our Service Desk Best Practices webcast? The recording is now available to watch and share with your team! Join the thousands of regular attendees who use MetricNet’s…Angela IrizarryJanuary 15, 2014
All ResourcesMemberRecorded Webcasts MetricNet’s YouTube Video Library Angela IrizarryJanuary 1, 2014
All ResourcesMemberService Desk VIDEO: The Zen of Support | The Path to Strategic Enlightenment Did you miss our webcast? Well, you’re in luck! For the first time ever, you can watch the recorded version of ''The Zen of Support - The Path to Strategic…Angela IrizarryDecember 23, 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 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
All ResourcesMemberMetric of the MonthService Desk Self Service Completion Rate | IT Service Desk Metrics Download This Article Forward To A Friend The self service completion rate is an IT service desk metric that measures the percentage of level 1 incidents that are self-resolved…Jeffrey RumburgNovember 13, 2013
All ResourcesCall CenterDesktop SupportMemberService Desk VIDEO | The Economic Impact of Support Looking for a proven approach that can transform your tactical support group into a strategically focused organization that creates demonstrable value for the enterprise? In order to embark upon this…Angela IrizarryOctober 17, 2013
