All ResourcesCall CenterDesktop SupportMetric of the MonthService Desk The Metrics of AI (Artificial Intelligence) https://youtu.be/phSuRdq5GCU The true test of any AI tool for service and support is the following: Without human intervention, will the tool: Reduce ticket volumes, resolve problems more quickly, decrease total…Angela IrizarryMarch 24, 2021
All ResourcesCall CenterMetric of the MonthService Desk Annual Agent Turnover https://youtu.be/voDUFwK_JZg Turnover is the percentage of all agents that leave a support organization over the course of a year. Let’s say, for example, that the average agent headcount for your…Angela IrizarryMarch 10, 2021
News and Press MetricNet Featured Prominently as Speaker and Exhibitor at SDI21 INCLINE VILLAGE, Nev., February 24, 2021 (Newswire.com) - MetricNet, LLC, the global leader in IT Service and Support Benchmarking, announced today that it will operate a virtual exhibitor booth, and Jeff Rumburg, MetricNet's Managing Partner, will speak at the SDI21…Angela IrizarryFebruary 24, 2021
All ResourcesDesktop SupportService DeskWhitepapers The ROI of Benchmarking | The Business Case for Benchmarking IT Service and Support Download This Whitepaper Forward To A Friend The ROI of Benchmarking | The Business Case for Benchmarking IT Service and Support Return on Investment (ROI) is one of the most…Angela IrizarryFebruary 23, 2021
News and Press MetricNet Announces Enhanced Webcast Schedule for 2021 INCLINE VILLAGE, Nev., January 4, 2021 (Newswire.com) - MetricNet, LLC, the global leader in IT Support and Contact Center Benchmarking, has just announced its enhanced webcast schedule for 2021. The webcast topics…Angela IrizarryJanuary 4, 2021
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 ResourcesMemberMetric of the MonthService Desk Metric of the Month: Service Desk Balanced Scorecard Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the metric, and discuss key correlations and cause-and-effect…Angela IrizarryOctober 1, 2020
