All ResourcesDesktop SupportService Desk Optimizing the Tradeoff: Cost vs. Quality in Service and Support Download it now!Jeffrey RumburgOctober 14, 2014
All ResourcesCall CenterDesktop SupportService Desk The One Year Path to World-Class Performance Did you know? Industry data shows that organizations that conduct benchmarking at least once a year are far more likely to achieve world-class performance. In fact, there is a virtual…Jeffrey RumburgSeptember 30, 2014
All ResourcesService Desk 7 Strategic Service Desk Best Practices When it comes to Service Desk Best Practices, the Service Desk is now being managed as a strategic asset within the enterprise. One that can reduce the overall cost of…Angela IrizarryJuly 2, 2014
All ResourcesService Desk The Benefit of Having Self-Service Features In Your Help Desk How do I reset my password? Why are my documents printing landscape instead of portrait? Simple IT snafus are a natural part of life around the office, but by having…Jeffrey RumburgMay 20, 2014
All ResourcesService Desk How Strategic is Your Service Desk Service desks typically evolve through three stages as they become more strategic. The first stage -- reactivity -- is characterized by high abandonment rates, low customer satisfaction and rampant employee…Angela IrizarryMay 9, 2014
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 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
