News and Press Jeff Rumburg Appointed DeepCoding’s General Manager for North America INCLINE VILLAGE, Nev., August 7, 2020 (Newswire.com) - Jeff Rumburg, Managing Partner of MetricNet, LLC, the global leader in IT Service and Support benchmarking, has been appointed the General Manager of North…Jeffrey RumburgAugust 7, 2020
All ResourcesDesktop SupportMemberMetric of the MonthService Desk ROI OF SUPPORT PART II Download This Article Forward To A Friend Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the…Jeffrey RumburgAugust 5, 2020
News and Press MetricNet Survey Shows Travel and Hospitality Industry Delivers the Best Customer Experience (CX) INCLINE VILLAGE, Nev., August 5, 2020 (Newswire.com) - MetricNet has published the results of its 2020 State of CX Survey. The complete 100+ page report is now available for immediate download via MetricNet’s website. This…Angela IrizarryAugust 5, 2020
All ResourcesCall CenterDesktop SupportRecorded WebcastsService Desk Metrics that Matter – The Balanced Scorecard Jeffrey RumburgAugust 4, 2020
All ResourcesDesktop SupportMetrics Unleashed VLOGService Desk Introduction to Enterprise Service Management (ESM) In this video, we discuss Enterprise Service Management, or ESM. https://youtu.be/sEgUz550VLs You have probably heard this term before, and you have probably also heard of ITSM, or IT service management. …Jeffrey RumburgJuly 8, 2020
All ResourcesDesktop SupportMemberMetric of the MonthService Desk The ROI of Support Part I Download This Article Forward To A Friend Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the…Jeffrey RumburgJuly 5, 2020
All ResourcesMetric of the MonthService Desk Metrics That Matter | Ticket Handle Time https://youtu.be/F7tvgwTo-gw A ticket is the basic unit of work in a service desk. Ticket handle time, therefore, represents the amount of labor required to complete one unit of work. Additionally,…Angela IrizarryJuly 2, 2020
All ResourcesDesktop SupportMetrics Unleashed VLOGService Desk Metrics Unleashed | ITIL Hacks for the Management Practice of Continual Improvement In this video, we’re going to discuss the concept of ITIL Hacks for the Management Practice of Continual Improvement. https://youtu.be/Fyjk7b4sHo4 As many of you know, ITIL is a multi-billion dollar…Jeffrey RumburgJune 24, 2020
All ResourcesCall CenterDesktop SupportRecorded WebcastsService Desk Metrics That Matter: Agent Job Satisfaction Agent Job Satisfaction is a bellwether metric that impacts many other metrics in service and support. It is positively correlated with customer satisfaction and negatively associated with absenteeism and turnover,…Jeffrey RumburgJune 23, 2020
All ResourcesCall CenterDesktop SupportMemberService Desk Sample Job Satisfaction Surveys Job satisfaction is the percentage of agents in the contact center, analysts in the service desk, or technicians in desktop support that are either satisfied or very satisfied with their…Angela IrizarryJune 23, 2020
