All ResourcesNews and Press Company Newsletter | February 2014 The ratio of agents to total headcount is an indirect measure of managerial efficiency in service and support. When a support organization experiences costs that are higher than the industry average,…Jeffrey RumburgFebruary 26, 2014
All ResourcesNews and Press Early Access to Exclusive HDI 2014 Content! Each month MetricNet highlights one Key Performance Indicator for the Service Desk or Desktop Support. We define the KPI, provide recent benchmarking data for the metric, and discuss key correlations…Jeffrey RumburgFebruary 19, 2014
All ResourcesNews and Press Recap of Unleashing The Enormous Power of Service Desk KPIs Unleashing the Enormous Power of Service Desk KPIs was delivered February 11, 2014 to a record audience! Jeff Rumburg, Managing Partner at MetricNet, provided a comprehensive overview of best practices…Jeffrey RumburgFebruary 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 ResourcesNews and Press Free Training Webcast | Unleashing the Enormous Power of Service Desk KPI’s! 69% of customers said they were on hold for too long when seeking help from a company. - Harris Interactive, Customer Experience Impact Report So how long is too long?…Jeffrey RumburgFebruary 4, 2014
All ResourcesNews and Press Come Together at HDI 2014 in Orlando! MetricNet is pleased to announce that it has been awarded two speaking slots at the annual HDI Conference in Orlando, FL. This marks the 19th time Jeff Rumburg, Managing Partner…Jeffrey RumburgJanuary 27, 2014
All ResourcesNews and Press Most Viewed on SlideShare in 2013 We are excited to announce that MetricNet’s SlideShare content was among the top 4% of most viewed on SlideShare in 2013! Just in case you missed them, here are our…Jeffrey RumburgJanuary 21, 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 ResourcesNews and Press Webcast | Key Strategies for Enhancing your Service Desk Performance “In many organizations, the biggest single reason for customer dissatisfaction with the entire IT department is one function: the service desk.” - D’arcy Guerin Gue, Executive Vice President, Corporate Services…Jeffrey RumburgJanuary 7, 2014
All ResourcesMemberRecorded Webcasts MetricNet’s YouTube Video Library Angela IrizarryJanuary 1, 2014
