All ResourcesRecorded Webcasts AI in IT Service and Support Meaningful Metrics Angela IrizarryNovember 5, 2020
All ResourcesRecorded Webcasts Metrics Roundup – Industry Benchmarks for IT Service and Support Angela IrizarryOctober 23, 2020
All ResourcesRecorded Webcasts Metrics that Matter – The Emerging Metrics of Channel Mix Angela IrizarryOctober 7, 2020
All ResourcesCall CenterDesktop SupportRecorded WebcastsService Desk Metrics that Matter – The Balanced Scorecard Jeffrey RumburgAugust 4, 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 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 SupportRecorded WebcastsService Desk Metrics that Matter: Customer Satisfaction Customer satisfaction and cost per ticket are the yin and yang of a service organization. These metrics are in constant tension, and every service organization grapples with how to strike…Angela IrizarryMay 28, 2020
All ResourcesDesktop SupportRecorded WebcastsService Desk Using Shift-Left to Drive Service Desk Efficiency SDI's David Wright continues his Q&A series with Metricnet's Jeff Rumburg. Today they discuss the power of shift-left, how to drive cost efficiencies for the service desk, lowering total cost…Angela IrizarryMay 18, 2020
