All ResourcesRecorded Webcasts HDI Gateway | The Zen of Support 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…Angela IrizarrySeptember 20, 2016
All ResourcesRecorded Webcasts Service Desk Best Practices In this webcast, MetricNet will share the key success factors from the industry's top performing Service Desks. Attendees will: HEAR how the industry's top performing Service Desks achieve world-class status.…Angela IrizarrySeptember 14, 2016
All ResourcesRecorded Webcasts Optimizing the Tradeoff: Cost vs. Quality in IT Service and Support Cost vs. quality: It’s a perennial issue in technical service and support. Drive your costs too low, and you risk sacrificing the quality of service. Conversely, if you push quality…Angela IrizarryJuly 19, 2016
All ResourcesDesktop SupportRecorded WebcastsService Desk IT Support in Higher Education: Unique Challenges and Opportunities Click here to download the presentation slides! If you work as an IT Service and Support professional in higher ed, you are all too familiar with the challenges of…Angela IrizarryJuly 12, 2016
All ResourcesRecorded Webcasts The Future of Desktop Support: What the KPIs are Telling Us 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…Angela IrizarryJune 15, 2016
All ResourcesRecorded Webcasts Unleashing the Enormous Power of Call Center KPIs In Unleashing the Enormous Power of Call Center KPIs, MetricNet provides an overview of the Best Practices in Call Center Performance Measurement. Our best practices help call centers lower costs…Angela IrizarryMay 17, 2016
All ResourcesRecorded Webcasts The Role of IT Leadership in Service and Support As the gateway to IT for most end users, service and support is the biggest driver of customer satisfaction and can generate a tremendous return on investment. IT leaders and…Angela IrizarryApril 20, 2016
All ResourcesRecorded Webcasts Service and Support as a Business Webcast Most IT professionals are familiar with the operational metrics of service and support. KPIs such as cost per ticket, first contact resolution rate, and mean time to resolve are well…Angela IrizarryMarch 15, 2016
All ResourcesMemberRecorded Webcasts Unleashing the Enormous Power of Service Desk KPIs An overview of best practices in Service and Support Performance Measurement. HEAR how the industry's top performing Service and Support organizations track and trend their performance! LEARN how to use…Jeffrey RumburgFebruary 16, 2016
All ResourcesCall CenterMemberRecorded Webcasts Call Center Best Practices An overview of Call Center Best Practices. HEAR how the industry's top performing Call Centers Achieve World-Class Status! LEARN key strategies for Enhancing your Call Center Performance! APPLY Best Practices…Jeffrey RumburgJanuary 12, 2016
