Hello, and welcome to MetricNet’s webcast on First Level Resolution for the Service Desk I’m Jeff Rumburg, a Managing Partner and Co-Founder of MetricNet, and I will be your presenter for today’s topic. If you are interested in receiving the whitepaper or the PowerPoint presentation of this webcast, simply go to MetricNet’s website, MetricNet.com, and complete the download form.
We are fortunate today to have more than 400 people from 21 different countries on the webcast, many of whom are already MetricNet clients. For those who are new to MetricNet, let me spend just a minute or two introducing the firm to you, and then we will get right into our discussion of First Level Resolution.
MetricNet’s core business is benchmarking. We conduct benchmarking in a variety of different areas, including information technology, call centers, telecommunication, and Customer and Employee Satisfaction Within the IT area, MetricNet’s benchmarks cover the Level 1 Service Desk, Level 2, or Desktop Support, and Field Services. For call centers, we conduct benchmarks in virtually every industry, from retail banking and insurance, to health care and hospitality. These benchmarks cover customer service, telemarketing/telesales, and collections call centers.
MetricNet now has more than 300 active clients worldwide. Most of them are companies you have heard of before. Brand names like GM, American Express, HP, Barclays the UK Bank, Bayer the German pharmaceutical and chemical company, and Edward Jones. We also do benchmarking for many smaller organizations, such as Provident Bank in Baltimore, Embarq Telecommunications in Texas, and the North Carolina Rate Bureau. You don’t have to have the deep pockets of a large company to do business with MetricNet.
We have had the good fortune over the last 22 years to have benchmarked more than 1,400 service desks worldwide. As a result, MetricNet has created the largest benchmarking database of Service Desk Process and Performance Indicators in the industry. This database contains more than 30 KPI’s (Key Performance Indicators), and nearly 80 industry best practices. It is also worth pointing out while we are on this page that everything that we present in this webcast is empirical in nature. What does that mean? Well, the key points I will be presenting today on the topic of First Level Resolution have all been observed in these 1,400 service desk benchmarks. There is nothing theoretical or academic about what we are presenting. And in fact, as you will see later in the presentation, I will be showing you a number of data slides that back up the points I will be making about First Level Resolution.
Okay, shifting gears, let’s get right into our discussion on First Level Resolution for the Service Desk.
When MetricNet Conducts a Service Desk Benchmark, we use a lot of different KPI’s (Key Performance Indicators). These include….
Please remember that if you are interested in receiving the whitepaper or the PowerPoint presentation of this webcast, simply go to MetricNet’s website, MetricNet.com, and complete the download form. Finally, I would like to thank all of you for attending our webcast today. I hope you found it to be informative and insightful. If you would like more information on this topic, or would like to receive a price quote for a Service Desk, Call Center, or Desktop Support Benchmark, you can contact MetricNet by dialing 703-992-7559 in the United States…. Or by emailing us at email@example.com... Or by going to our website at MetricNet.com, and signing up for our newsletter. Thank you again. This concludes our webcast on First Level Resolution for the Service Desk.
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