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 at MetricNet, has been selected as a speaker for the HDI Service and Support Conference.
MetricNet’s sessions last year were standing room only! So this year, we’ve added some new and exciting opportunities to connect.
We will be offering one on one appointments from April 1, 2014 – April 4, 2014. The appointment schedule is available on our website and availability is EXTREMELY limited! Schedule your meeting with Jeff now by clicking here.
Once you select a meeting time, take advantage of our NEW downloadable resources developed specifically for HDI 2014!
We’ll also be LIVE tweeting throughout the event using #MetricNetLive and #HDIConf14 on Twitter!
- Those interested in hearing Mr. Rumburg speak on Desktop Support KPI’s should attend session 309, The 80/20 Rule for Desktop Support KPI’s Less is More!
This session takes place Wednesday, April 2, 2014 at 3:00 pm.
- Those interested in hearing Mr. Rumburg speak on the ROI of support should attend session 607, Leveraging KPI’s to Maximize the ROI of Support.
This session takes place on Thursday, April 3, 2014 at 2:45 pm.
Click here to discover how you and your team can come together with MetricNet at the 24th Annual World Conference for Technical Service and Support!
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 most popular presentations:
The Economic Impact of Support
In this presentation, we provide a case study road-map for how one organization developed its IT service and support value proposition.
Service Desk Best Practices
In this presentation, we use 24 years of Service Desk data from over 1,900 Service Desk benchmarks worldwide to identify the growing importance of the help desk in shaping end-user opinions of IT.
Desktop Support Best Practices
In this presentation, we highlight the key success factors from the industry’s top performing Desktop Support Organizations!
Thank you for helping us achieve this exciting milestone!
“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 at Phoenix Health Systems
Join MetricNet on Tuesday, January 14, 2014 for one of our most popular FREE training webcasts: Service Desk Best Practices*. Register your entire team for the LIVE event.
Remember…Annual Agent Training Hours are strongly correlated with Call Quality, Customer Satisfaction, and Net First Contact Resolution Rate! So take advantage of MetricNet’s highest rated free training session to improve the performance of your service desk!
Attendees will learn:
– How the industry’s top performing Service Desks achieve world-class status.
– Key strategies for enhancing your Service Desk performance.
– Best Practices from your peers in the industry.
AND as always, a Question and Answer session will immediately follow the webcast!
Share the Knowledge! Let your friends and colleagues know about this webcast too so they can register too.
Don’t forget that you can share key points and follow along during the webcasts on Twitter using #MetricNetLive!
*Seats are limited, and you must register in advance. All attendees of the live event will receive a copy of the presentation slides! If you’re unable to join us live, please register anyway, as we will send you a link to the webcast recording.
For those who may have missed some of this year’s highlights from MetricNet, don’t worry. We’ve summarized them for you in this, our 2013 year-end roundup!
MetricNet presented 2013 benchmarking data to a standing room only crowd at the annual HDI conference! See what all the fuss was all about.
A quantifiable value proposition is now included in all service and support benchmarks. Learn how it empowers IT service and support managers to objectively demonstrate the economic value they create for the enterprise here.
Chat Metrics, a joint webcast with BOMGAR, was delivered. Watch it and download the slides here.
4 new downloadable Australian benchmarks for IT Support and Contact Centre professionals are now available. See them here.
Wells Fargo, Symantec, TD Bank, Gap, DuPont, ADP, and Avalon Bay Communities joined a long list of industry icons who utilize MetricNet’s benchmarking solutions to achieve World-Class performance. Visit the client page for more.
Our first infographic, Understanding The Balanced Scorecard, was published. See it here.
A new executive team was appointed to lead the company. Meet them now.
Service Desk 100 awards for the top 100 service desks worldwide was launched! Learn more.
By popular demand, our Introduction to Metrics eBook series was created. Download them here.
Through a new alliance partnership, HDI members now receive a substantial discount on all MetricNet Service Desk and Desktop Support benchmarks! Claim the member discount here.
MetricNet has been awarded a GSA contract for Schedule 70. Learn more.
Trend watching for 2014 has taken on a new form. See what you’ve been missing.
Almost a year in the making, our new website is now live! The membership module makes our free training resources easy to access, download and share. Become a member today.
Updated benchmarking data is now available in the shop! Start improving performance instantly with one of our downloadable reports.
Benchmarking statistics from 2013 are at your disposal. Tweet stats to your team now.
A new partnership was formed to benefit BOMGAR customers! See how much you can save here.
11 more Metric of the Month articles are now available to download! See them here.
A benchmark designed specifically for service desks in the medical care industry was launched!
Free training webcasts will continue in 2014! Register now.
We have been awarded two speaking slots at the annual HDI conference in 2014! Plan to attend these 2 sessions.
Benchmarks and Metrics for IT Service and Support, our newest LinkedIn Group was formed! Become a member.
Our year-end survey is now live. Please take a moment to share your feedback with us. We would greatly appreciate it! Click here.
Happy New Year!
Call Center, Customer Satisfaction, Desktop Support, News and Press, Predictions & Trends, Service Desk
6 second videos, smartphones and social media accounts are driving customer service expectations to never before seen highs. No matter where you choose to get the news this time of year, trend articles are a dime a dozen. But something’s missing. For years, MetricNet has taken a holistic approach to improving performance. Being that trend watching is designed to do just that, it would stand to reason that key correlations between trends and reality would be clear. Instead, the 800-pound gorillas of the industry make lofty claims with no substantial proof to back them up and, be honest here, who really goes back to the articles from years past to analyze the accuracy? In this article, we take a different approach to trend watching for 2014. Read on to discover the top trends to watch, actual examples, and next steps to successful implementation.
Trend: On-Demand Around The Clock Resolutions
Today’s technology has made it possible to connect with anyone – anywhere – anytime. While this is great for personal connections, it has had an unintended consequence for business. Imagine the world filled with Veruca Salt-like customers. You remember her famous line from the classic movie ‘Willy Wonka and the Chocolate Factory’ – “I want it and I want it now!” As people grow more impatient, some brands are taking the steps necessary to stay on top.
Take Amazon for example. Not only are they dabbling in flying drones set to bring your purchase quicker than most pizza places, they’re also taking customer service to new heights with the Mayday button. To say that Amazon’s Mayday button raises the bar for IT Service and Support would be an understatement. As a case in point, let’s take a look at their description of Mayday:
“Simply tap the “Mayday” button to be connected for free to an Amazon expert who can co-pilot you through any feature by drawing on your screen, walking you through how to do something yourself, or doing it for you—whatever works best. Mayday is available 24×7, 365 days a year, and it’s free. Throughout the process, you will be able to see your Amazon Tech advisor live on your screen, but they won’t see you. 15 seconds or less is the Mayday response time goal.”
This would strike fear into the hearts of anyone competing with the industry giant. Not only are they offering hands on assistance, but they’ve set a response time goal that even most World-Class organizations would deem unachievable.
There’s no doubt that your customers and/or internal employees rely on the IT department for Service and Support. The question is, are they able to access help when they need it? To find out, survey your current customer base and/or internal employees. Organizations looking to follow in Amazon’s revolutionary footprints will need to plan & manage customer service channels effectively in order to meet customer expectation.
A survey is the first step in identifying needs and wants.
Trend: Over 10 minutes for a phone agent… 48 hours for an email response!? I need an answer now!
We’ve all been there. The automated system explains that your wait time will be greater than 10 minutes, email autoresponders inform you of the potential 48 hour turn over time and you need an answer right away! Do you wait on hold or just forget it? What if there was a better way? Well, there is. And it’s being implemented in Service and Support organizations at a revolutionary pace. Chat is a relatively simple technology, and one that is becoming the preferred method for customer service.
According to Econsultancy, “Live chat has the highest satisfaction levels for any customer service channel, with 73%, compared with 61% for email and 44% for phone.”. Our benchmarking data shows that adoption rates from both consumers and organizations are growing rapidly year over year. So where’s the proof? BOMGAR recently presented real customer results in a joint webcast with MetricNet. Case study examples show that chat has the ability to increase staff productivity 20-30% and reduce incident handle time 25-50%! A compelling case, wouldn’t you agree?
Are you willing to let an untrained agent troubleshoot a technical issue due to long wait times? How will you explain the lost revenue from high numbers of abandoned calls? An effective chat channel can significantly reduce the cost per transaction vs. a more traditional live voice support model.
To find out if chat is right for your organization, benchmark your performance against a peer group. Pay close attention to your performance in cost drivers such as inbound contact handle time, average speed of answer, first contact resolution rate and agent utilization. Chances are, you will find that significant room for improvement exists.
Trend: Executive Accountability When and Where it Counts
An obvious disconnect exists between those running the company and those working in the trenches. Fortunately, more executives than ever are stepping out from behind the desk in an attempt to be more accountable. Reality shows like Undercover Boss reveal just how clueless some stakeholders really are. On the other hand, some don’t need the help of Hollywood to identify opportunities.
Were you lucky enough to catch the T-Mobile & AT&T battle over a customer live on Twitter? TNW has the highlights, but for the purposes of this article, the exchange below is what we’re talking about:
Talk about stepping out from behind the desk! John Legere has set the bar for you Ms. CEO and he’s set it high. With the advent of social media, lines between customers and brands have blurred beyond recognition. At the very least, opening and monitoring this channel of service and support is a necessity. But we urge you to take it farther than that. Get involved. Be accountable.
As we progress further into the digital age, on demand around the clock service and support will be the norm. We’ll be able to contact companies in whichever way we see fit.- be that phone, email, chat or social. Executives are no longer off limits. Their ability to respond will be critical to success. Those that choose ignorance will be left in the wake while those that choose to innovate are reaping the benefits. Which side will you be on in 2014?
The vast majority of benchmarks do not deliver the business benefits that are promised. MetricNet is not a company who focuses on academic case study and ivory tower discussion. We understand that nothing happens without action. Here are just a few of the ways we help organizations like yours achieve World-Class status.
Thousands of professionals use MetricNet’s free resource library each month to improve performance.
Are you a member yet? Start here.
Even more use our benchmarking solutions to identify performance gaps, drive accountability for key personnel, demonstrate measurable performance improvement and more.
MetricNet is the first, and still the only company to offer downloadable service desk, desktop support, and call center benchmarks from its website. With a global benchmarking database of more than 3,000 IT service desk, desktop support, and call center benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry.
Ever wish you had an Easy Button that really worked? Well, we’ve got something that comes pretty close. It’s MetricNet’s NEW Service Desk Benchmark for Medical Care!
We developed this ground breaking benchmark to address the unique challenges faced by IT service and support professionals in the medical care field.
Register for a free overview briefing now! Plus, you’ll SAVE 50% when you purchase your benchmark by December 19th!
There is only one Service Desk Benchmark for Medical Care informational briefings left to attend, and we want to be sure you’re making plans to attend.*
Here are two options for you to ensure you don’t miss out:
1. Our final free briefing takes place on Monday, December 16th at 2 pm ET.
2. If December 16th does not fit into your schedule, but you’re interested in finding out more about this new benchmark, contact us here.
*This live 30-minute briefing will answer any questions you might have about the benchmark.
“Today, the chief impediments to accelerating your enterprise’s ability to add value to your company’s business could be…you, Ms. CIO. That’s because the debate about IT’s role is over. Yes, it provides a service. But if it doesn’t accelerate revenue, too, it’s out of business.” – Forbes
As we head towards the end of 2013, many managers are checking off their to-do list for 2013, and setting goals for 2014. Deciding how to spend your remaining budget dollars to complete this year’s goals and meet next year’s objectives can be difficult. But one thing is clear: Benchmarking is CRITICAL to identifying performance gaps, setting performance goals and improving performance over time. If improving performance is one of your goals and objectives, MetricNet Benchmarks represent an ideal year-end investment!
We offer a number of economical Benchmarking solutions which accommodate virtually every Service Desk, Desktop Support group and Contact Center worldwide:
1. MetricNet’s industry benchmarks can be instantly downloaded from our website. Shop now!
2. For those who wish to conduct their own benchmarking analysis, you can purchase a benchmarking data file that contains data from peers in your industry! Contact us for a price quote.
3. For those who need a comprehensive, turnkey benchmark vs. peers in your vertical market, MetricNet offers proprietary Peer Group Benchmarks. You can download a sample Peer Group Benchmark here.
Don’t let the clock run out!
There’s still time to schedule your benchmark, and set yourself on the road to World-Class performance this year!
There are so many exciting things happening at MetricNet! In addition to our extensive resource library, we have formed some strategic alliances with the industry’s top experts including HDI, BOMGAR and IQPC. Take advantage of the following and stay tuned for more!
IQPC Media Partnership | Social Media for Customer Care Summit: If you’re struggling with how to use social media to deliver exceptional customer care then join with experts to learn how to develop strategies, turn risks into opportunities, and network with speakers from Nokia, INTEL, Wells Fargo, Ask.com and more. Visit the website or download the agenda to see what’s in store!
New eBook series | Performance measurement and management is a critical discipline that must be mastered for any IT Service function, IT Support function or Contact Center that aspires to world-class performance. Download our intro to metrics eBook series FREE!
Self Service Completion Rate | Last year the average cost of resolving an incident at level 1 in North America was about $22. If some of these incidents can be deflected to self-service, that reduces the headcount requirements and hence the cost of the service desk. Continue reading.
HDI Member Benefits | MetricNet has had a long and mutually beneficial relationship with HDI. The Alliance Partnership that we have entered into with HDI deepens and strengthens that relationship, and enables us to provide a number of benefits to HDI’s member base. Learn more.
BOMGAR Customer Benefits | Through a special deal worked out with BOMGAR, we are offering an industry benchmark to BOMGAR Customers that’s too good to pass up! Learn more.
Unlimited access to our downloadable resources such as the eBook series and metric of the month articles are available with a free MetricNet membership. Not registered yet? It only takes a moment! Click here to get started.
Thank YOU for being a valued member of MetricNet. We appreciate your continued support and welcome your feedback.
McLean, VA (PRWEB) November 07, 2013
HDI has announced its speaker lineup for the 2014 annual conference in Orlando, FL, and MetricNet is pleased to announce that it has been awarded two speaking slots at the conference. This marks the 19th time Jeff Rumburg, Managing Partner at MetricNet, has been selected as a speaker for the HDI Service and Support Conference.
Mr. Rumburg will present the following topics at the conference:
- The 80/20 Rule for Desktop KPI’s: Less is More!
- Leveraging KPI’s to Maximize the ROI of Support
“Most service and support professionals are familiar with the concept of ROI. However, very few support organizations measure or track their ROI,” said Jeff Rumburg, Managing Partner of MetricNet. “It turns out that just a handful of metrics can be used to calculate, track, and communicate ROI for service and support. Support groups that understand and communicate their ROI on a regular basis gain a number of important advantages; chief among them is the ability to justify headcount, technology and other investment decisions based on the ROI of support.”
Those interested in hearing Mr. Rumburg speak on Desktop Support KPI’s should attend session 309, The 80/20 Rule for Desktop Support KPI’s Less is More! This session takes place Wednesday, April 2, 2014 at 3:00 pm.
Those interested in hearing Mr. Rumburg speak on the ROI of support should attend session 607, Leveraging KPI’s to Maximize the ROI of Support. This session takes place on Thursday, April 3, 2014 at 2:45 pm.
Mr. Rumburg currently serves on HDI’s Strategic Advisory Board and has been retained as a service desk and desktop support expert by some of the world’s largest corporations, including American Express, Hewlett-Packard, General Motors, and IBM.
If you would like more information about benchmarking your service and support functions, please visit http://www.metricnet.com or e-mail MetricNet at info(at)metricnet(dot)com.
MetricNet is the global leader in IT service and support benchmarking. They are the first, and still the only company to offer downloadable service desk and desktop support benchmarks from their website. With a global benchmarking database of more than 2,400 IT service and support benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry.