All ResourcesCall CenterOn Demand Training Courses Contact Center Metrics Essentials Module 2 | The 80/20 Rule https://youtu.be/0eDZoV9cTYU Future modules will be released as they are created. SUBSCRIBE on YouTube and turn notifications on so you don't miss the next one! Welcome everyone. I’m Jeff Rumburg, Managing…Angela IrizarryFebruary 21, 2023
All ResourcesCall Center Contact Center Metrics Essentials Module 1 | The Most Important Metrics for Inbound Customer Service https://youtu.be/SNjEaz-p27w Future modules will be released as they are created. SUBSCRIBE on YouTube and turn notifications on so you don't miss the next one! You can find the eBooks referenced…Angela IrizarryFebruary 21, 2023
All ResourcesMetric of the Month What is the ideal schedule adherence target for customer service agents? Schedule adherence is an important metric for measuring the compliance of customer service agents with their scheduled work time. It tells you what percentage of the time agents are either…Angela IrizarryFebruary 13, 2023
OutsourcingService Desk Benefits and Drawbacks to 5 Common Pricing Models in the Service Desk Industry Pricing models in the Managed IT Service and Support industry can greatly impact the success of any outsourcing initiative. In this article, we will examine the five most common pricing…Angela IrizarryJanuary 6, 2023
News and Press Jeff Rumburg of MetricNet Named to HDI’s Top 25 Thought Leaders List for 2023 Jeff Rumburg, Managing Partner of MetricNet, LLC, has been selected as one of HDI's 2023 Top 25 Thought Leaders. This marks the sixth occasion that Mr. Rumburg has been selected as…Angela IrizarryJanuary 4, 2023
All ResourcesEnterprise ServicesEnterprise ServicesService Desk The Role of IT in Enterprise Services What’s IT got to do with enterprise services? Well, just about everything. IT Service Management is now a mature discipline. It has been around for almost 50 years! Moreover, the…Jeffrey RumburgDecember 15, 2022
All ResourcesOutsourcingService Desk 11 Reasons Outsourcing Relationships Fail | Vendor Over-Promising In the last article in this series, I outlined the 11 most common failure modes for IT outsourcing relationships. These are summarized below for your reference: The vendor over-promises, and…Jeffrey RumburgNovember 29, 2022
All ResourcesEnterprise ServicesService Desk The Promise of Enterprise Service Management "Opportunity is missed by most people because it is dressed in overalls and looks like work." - Thomas A. Edison I first heard the term Chief Service Officer when I…Jeffrey RumburgNovember 4, 2022
All ResourcesDesktop SupportOutsourcingService Desk The Problem With Outsourcing, and How to Fix IT The Problem With Outsourcing, and How to Fix IT Part 1 of a Multi-Part Series by Jeff Rumburg As a 30 year veteran of the IT industry, I have seen…Jeffrey RumburgOctober 24, 2022
News and Press MetricNet’s New Website Offers Enhanced User Experience and Streamlined Membership INCLINE VILLAGE, NEVADA, UNITED STATES, September 13, 2022 /EINPresswire.com/ -- MetricNet, LLC, the global leader in IT Service and Support and Contact Center Benchmarking, has launched a brand-new website with an…Angela IrizarrySeptember 13, 2022
