Free Desktop Support Training Series | The Zen of Support | MetricNetMetricNet
The words “Customer Support” and “Customer Service” accurately describe the role of Service Desk and Desktop Support Professionals. Unfortunately, these words sometimes carry negative connotations, and do not accurately convey the strategic potential of user support. The fact is very few support organizations operate in a Strategic Paradigm. The result is that most do not fully exploit the inherent leverage of user support to achieve a competitive advantage for IT.
In this session Jeff Rumburg, Managing Partner at MetricNet, will discuss what it means to be a Strategic Support organization, and provide case study examples of support organizations that operate in a Strategic Support Paradigm.
Attendees of this webcast will learn:
• Three Sources of Leverage in a Strategic Support Organization
• Two Metrics to Measure Your Progress Towards Strategic Significance
• Key Success Factors for Achieving Strategic Enlightenment
• Benchmarking Results from Strategic Support Organizations
The role of it leadership in service and support v2MetricNet
In this presentation, viewers will see benchmarking data and case studies that demonstrate the untapped value of all service and support organizations.
FUSION14 Session 302 | Optimizing the Tradeoff: Cost vs. Quality in IT SupportMetricNet
Cost vs. quality: It’s a perennial issue in technical service and support. Drive your costs too low, and you risk sacrificing the quality of service. Conversely, if you push quality too high (yes, that’s possible!), then you drive your costs through the roof. Understanding the cost/quality tradeoff is the most critical step toward optimizing your support model. Using data from more than 300 benchmarks worldwide, Jeff Rumburg will illustrate how top-performing service and support organizations strike an appropriate balance between the cost of service delivery and the quality of support provided. He’ll share simple yet powerful techniques that will enable organizations to pinpoint their position on the cost vs. quality curve, determine if higher (or lower) quality is justified, reduce costs without sacrificing quality, and improve quality without increasing costs. Finally, he’ll share an interactive scorecard that organizations can use to determine whether service and support has been optimized, and, if it hasn’t, to identify the tangible steps needed to achieve an optimized support model.
Free Desktop Support Training Series | What You Need to Know About Desktop Su...MetricNet
MetricNet's "Cause and Effect - What You Need to Know About Desktop Support KPIs" presentation was delivered on Thursday, April 18th, to a standing room only crowd at the HDI Service and Support Conference!
Viewers will learn how the various desktop support KPIs affect each other. Using industry-wide benchmarking data, this presentation will illustrate how the various KPI’s are interrelated and interconnected.
Free Desktop Support Training Series | The Zen of Support | MetricNetMetricNet
The words “Customer Support” and “Customer Service” accurately describe the role of Service Desk and Desktop Support Professionals. Unfortunately, these words sometimes carry negative connotations, and do not accurately convey the strategic potential of user support. The fact is very few support organizations operate in a Strategic Paradigm. The result is that most do not fully exploit the inherent leverage of user support to achieve a competitive advantage for IT.
In this session Jeff Rumburg, Managing Partner at MetricNet, will discuss what it means to be a Strategic Support organization, and provide case study examples of support organizations that operate in a Strategic Support Paradigm.
Attendees of this webcast will learn:
• Three Sources of Leverage in a Strategic Support Organization
• Two Metrics to Measure Your Progress Towards Strategic Significance
• Key Success Factors for Achieving Strategic Enlightenment
• Benchmarking Results from Strategic Support Organizations
The role of it leadership in service and support v2MetricNet
In this presentation, viewers will see benchmarking data and case studies that demonstrate the untapped value of all service and support organizations.
FUSION14 Session 302 | Optimizing the Tradeoff: Cost vs. Quality in IT SupportMetricNet
Cost vs. quality: It’s a perennial issue in technical service and support. Drive your costs too low, and you risk sacrificing the quality of service. Conversely, if you push quality too high (yes, that’s possible!), then you drive your costs through the roof. Understanding the cost/quality tradeoff is the most critical step toward optimizing your support model. Using data from more than 300 benchmarks worldwide, Jeff Rumburg will illustrate how top-performing service and support organizations strike an appropriate balance between the cost of service delivery and the quality of support provided. He’ll share simple yet powerful techniques that will enable organizations to pinpoint their position on the cost vs. quality curve, determine if higher (or lower) quality is justified, reduce costs without sacrificing quality, and improve quality without increasing costs. Finally, he’ll share an interactive scorecard that organizations can use to determine whether service and support has been optimized, and, if it hasn’t, to identify the tangible steps needed to achieve an optimized support model.
Free Desktop Support Training Series | What You Need to Know About Desktop Su...MetricNet
MetricNet's "Cause and Effect - What You Need to Know About Desktop Support KPIs" presentation was delivered on Thursday, April 18th, to a standing room only crowd at the HDI Service and Support Conference!
Viewers will learn how the various desktop support KPIs affect each other. Using industry-wide benchmarking data, this presentation will illustrate how the various KPI’s are interrelated and interconnected.
Benchmark 2014 | Global Results for Desktop Support | HDI 2015MetricNet
In this presentation, MetricNet reveals results of their 2014 Global Benchmarking Initiative for Desktop Support, the methodology, the KPIs used for benchmarking, and performance data from more than 140 companies worldwide!
Past and present | 25 years of Service Desk KPIsMetricNet
In this presentation, viewers will learn about the most common service desk KPIs, changing averages in service desk performance, the evolution of KPIs, the holistic discipline of performance measurement and management, and what today’s KPIs tell us about the future.
Leveraging KPI’s to Maximize the ROI of Support MetricNet
Most service and support professionals are familiar with the concept of return on investment (ROI), but very few service and support organizations measure or track it. However, support groups that understand and communicate ROI on a regular basis gain a number of important advantages, chief among which is the ability to justify investments in people and technology. In this session, attendees will learn about three critical KPIs for measuring ROI, simple calculations for ROI in service and support, techniques for communicating ROI to key stakeholders, and more!
Free Desktop Support Training Series | The Economic Impact of Support | What'...MetricNet
In this presentation, MetricNet reveals the industry’s first ever benchmarking data on the economic value of IT service and support. The corresponding whitepaper is available on our website.
Most IT departments can tell you how much they spend on support. But very few can quantify the economic impact of support. The result is that many support groups are on the defensive when it comes to budgeting and spending, and often struggle just to get the funding needed to deliver adequate levels of support.
In recent years a handful of pioneering organizations have adopted a different strategy when it comes to support – a strategy that emphasizes value over cost – and they routinely deliver benefits far in excess of their costs. Support groups that understand and quantify their value propositions gain a number of important advantages; chief among them is the ability to obtain funding and other resources based on the economic benefits of support.
The 80/20 Rule for Desktop KPI's: Less is More!MetricNet
In this session, Jeff Rumburg will identify and define the desktop support metrics that really matter. He will also discuss the importance of adopting a holistic approach to performance measurement and management, and he will demonstrate how KPIs can be used to drive world-class performance and give organizations a competitive advantage.
Service Profits and Raving Customers: The CFO's Agenda in 2013ServiceMax
See what CFOs are looking for from their service organizations in this webinar featuring Aly Pinder of Aberdeen Group and Rick Gustafson, CFO of ServiceMax
The ROI of ITSM – Know Your Financial Impact! An ITSM Academy WebinarITSM Academy, Inc.
Complimentary Webinar - Thursday, November 16 at 11:00 am ET
Presenter: Jeff Rumburg, Co-founder and CEO of MetricNet
Return on Investment (ROI) is one of the most common and important measures of financial performance in the business world. It is the ultimate measure of success for any business. Most companies, business units, and departments track ROI on an ongoing basis, and use this metric not only to make intelligent business decisions, but to justify their very existence. Yet fewer than 10% of all technical support organizations utilize this critical metric.
Support groups that understand and quantify their ROI – and specifically link it to ITSM – gain a number of important advantages. Chief among the benefits of tracking ROI is an enhanced level of visibility and credibility within the organization, and the ability to obtain appropriate resourcing based upon the ROI of ITSM. Unfortunately ROI remains an abstraction to most in the industry. So how do we calculate ROI and quantify the value of IT Service Management to the enterprise?
This webinar will present a simple yet compelling methodology for calculating the ROI of ITSM. Benchmarking data will be presented that objectively demonstrates the relationship between ROI and ITSM maturity. Finally, a case study will be presented from a FORTUNE 100 company that adopted an ROI methodology to justify their ITSM initiatives.
Today, quality assurance is a very crucial factor in the supply chain. Our supply chain software will help you to avoid mistakes and faster the process. Reach out to the expert at Katalyst for the best software solution.
The 9 secrets of successful customer feedback and action programsGenroe
Ever wondered how successful customer feedback and action programs differ from unsuccessful programs? We did. So we asked 80 organizations, operating at various levels of success, what they were doing.
Give The Green Light: Build Your Business Case for Field Service TechnologyServiceMax
This webinar slide deck discusses the step you need to take to build a compelling business case for implementing field service technology in your organization
As per client request we where obliged to provide them with a comprehensive manual for the HelpDesk software I wrote. This document covers the application in detail, providing the users with an in depth functional knowledge of HelpDesk call center software.
Benchmark 2014 | Global Results for Desktop Support | HDI 2015MetricNet
In this presentation, MetricNet reveals results of their 2014 Global Benchmarking Initiative for Desktop Support, the methodology, the KPIs used for benchmarking, and performance data from more than 140 companies worldwide!
Past and present | 25 years of Service Desk KPIsMetricNet
In this presentation, viewers will learn about the most common service desk KPIs, changing averages in service desk performance, the evolution of KPIs, the holistic discipline of performance measurement and management, and what today’s KPIs tell us about the future.
Leveraging KPI’s to Maximize the ROI of Support MetricNet
Most service and support professionals are familiar with the concept of return on investment (ROI), but very few service and support organizations measure or track it. However, support groups that understand and communicate ROI on a regular basis gain a number of important advantages, chief among which is the ability to justify investments in people and technology. In this session, attendees will learn about three critical KPIs for measuring ROI, simple calculations for ROI in service and support, techniques for communicating ROI to key stakeholders, and more!
Free Desktop Support Training Series | The Economic Impact of Support | What'...MetricNet
In this presentation, MetricNet reveals the industry’s first ever benchmarking data on the economic value of IT service and support. The corresponding whitepaper is available on our website.
Most IT departments can tell you how much they spend on support. But very few can quantify the economic impact of support. The result is that many support groups are on the defensive when it comes to budgeting and spending, and often struggle just to get the funding needed to deliver adequate levels of support.
In recent years a handful of pioneering organizations have adopted a different strategy when it comes to support – a strategy that emphasizes value over cost – and they routinely deliver benefits far in excess of their costs. Support groups that understand and quantify their value propositions gain a number of important advantages; chief among them is the ability to obtain funding and other resources based on the economic benefits of support.
The 80/20 Rule for Desktop KPI's: Less is More!MetricNet
In this session, Jeff Rumburg will identify and define the desktop support metrics that really matter. He will also discuss the importance of adopting a holistic approach to performance measurement and management, and he will demonstrate how KPIs can be used to drive world-class performance and give organizations a competitive advantage.
Service Profits and Raving Customers: The CFO's Agenda in 2013ServiceMax
See what CFOs are looking for from their service organizations in this webinar featuring Aly Pinder of Aberdeen Group and Rick Gustafson, CFO of ServiceMax
The ROI of ITSM – Know Your Financial Impact! An ITSM Academy WebinarITSM Academy, Inc.
Complimentary Webinar - Thursday, November 16 at 11:00 am ET
Presenter: Jeff Rumburg, Co-founder and CEO of MetricNet
Return on Investment (ROI) is one of the most common and important measures of financial performance in the business world. It is the ultimate measure of success for any business. Most companies, business units, and departments track ROI on an ongoing basis, and use this metric not only to make intelligent business decisions, but to justify their very existence. Yet fewer than 10% of all technical support organizations utilize this critical metric.
Support groups that understand and quantify their ROI – and specifically link it to ITSM – gain a number of important advantages. Chief among the benefits of tracking ROI is an enhanced level of visibility and credibility within the organization, and the ability to obtain appropriate resourcing based upon the ROI of ITSM. Unfortunately ROI remains an abstraction to most in the industry. So how do we calculate ROI and quantify the value of IT Service Management to the enterprise?
This webinar will present a simple yet compelling methodology for calculating the ROI of ITSM. Benchmarking data will be presented that objectively demonstrates the relationship between ROI and ITSM maturity. Finally, a case study will be presented from a FORTUNE 100 company that adopted an ROI methodology to justify their ITSM initiatives.
Today, quality assurance is a very crucial factor in the supply chain. Our supply chain software will help you to avoid mistakes and faster the process. Reach out to the expert at Katalyst for the best software solution.
The 9 secrets of successful customer feedback and action programsGenroe
Ever wondered how successful customer feedback and action programs differ from unsuccessful programs? We did. So we asked 80 organizations, operating at various levels of success, what they were doing.
Give The Green Light: Build Your Business Case for Field Service TechnologyServiceMax
This webinar slide deck discusses the step you need to take to build a compelling business case for implementing field service technology in your organization
As per client request we where obliged to provide them with a comprehensive manual for the HelpDesk software I wrote. This document covers the application in detail, providing the users with an in depth functional knowledge of HelpDesk call center software.
Your Help Desk evaluation is not complete until you checkout the
comparison between the different editions of ServiceDesk Plus and the price.
Here is a list prepared based on customer queries.
Technical writing training for engineers, software developers, or technicians. We teach you how to write for a specific target group and create well-structured documents.
Four Revealing Insights into the Customer Support Industry for 2016Kayako
Here are the four interesting statistics that emerged from the research, based on an international survey of 100+ support agents, managers, directors and VPs.
Read the full report: http://learn.kayako.com/state-of-the-profession-2016
About the Report:
The first ever Kayako Customer Support State of the Profession Report surveyed 116 respondents to understand customer support trends in salary, tenure, job satisfaction and challenges.
We created the report for, and with the help of, the customer support community. Until now, there has been little research done on the state of the profession so we worked with the support community to give them some deeper insight into their industry.
The report is anonymous, and designed to gain an overview the customer support function, different roles within the industry, and the challenges that teams of all sizes are currently facing.
This is the first report of its kind, and we hope to use it as a benchmark to measure against in our next annual report.
Read on to learn more about the trends affecting the industry, including salary, tenure, job satisfaction and challenges.
Read the full report: http://learn.kayako.com/state-of-the-profession-2016
12 things Disney and Pixar teach us about customer support.Freshdesk Inc.
At first glance, movies about princesses, superheroes and talking snowmen may not really make sense in the customer support space. We gave it a shot anyway.
Spoiler Alert: They do.
For more tips on customer support, head over to the Freshdesk blog - http://blog.freshdesk.com/
Samanage Benchmarking: Better Service Performance Starts HereSamanage
Samanage Benchmarking provides real-time performance benchmarks against hundreds of service desks worldwide. It automates data collection, performance reporting, diagnosis, and action planning, and charts your journey to world-class performance. The service utilizes the Samanage service desk product together with MetricNet’s Key Performance Indicators to show customers how they are performing compared to peers both inside and outside of their industry.
BETSOL is a Product Engineering and Managed IT Services company based out of Denver, Colorado. We specialize in Application Development, DevOps, Quality Assurance, Business Intelligence, Help Desk, Infrastructure Management, and Contact Center. Our success is recognized with association awards and a net promoter score that is 2x the industry average. We take pride in our thought leadership and rapid growth. Learn more at betsol.com.
Free Desktop Support Training Series | The Economic Impact of Support | What'...MetricNet
In this presentation, MetricNet reveals the industry’s first ever benchmarking data on the economic value of IT service and support. The corresponding whitepaper is available on our website.
Most IT departments can tell you how much they spend on support. But very few can quantify the economic impact of support. The result is that many support groups are on the defensive when it comes to budgeting and spending, and often struggle just to get the funding needed to deliver adequate levels of support.
In recent years a handful of pioneering organizations have adopted a different strategy when it comes to support – a strategy that emphasizes value over cost – and they routinely deliver benefits far in excess of their costs. Support groups that understand and quantify their value propositions gain a number of important advantages; chief among them is the ability to obtain funding and other resources based on the economic benefits of support.
What's an ABM Solution Really Worth? Understanding the Total Economic Impact ...Demandbase
What’s an ABM solution really worth? Find out using Forrester’s Total Economic Impact™️ framework, and learn how to apply it to your own organization.
Join Demandbase’s VP of Product Marketing, Jackie Palmer, alongside guest speaker and Forrester consultant, Amy Harrison, as they share the financial and business impact interviewed customers realized by using Demandbase as their Go-To-Market solution. Demandbase customer, Suzzette Giron, Senior ABM Specialist at Achievers, shares her team’s experience and outcomes as well.
Hear more real customer stories and learn the details of the commissioned Total Economic Impact study conducted by Forrester Consulting on behalf of Demandbase.
Sales and Use Tax Process - Benchmarks and Best Practices for ManufacturersSovos
How do you stack up against your peers on other manufacturing tax teams?
As part of our ongoing Tax Tuesday webinar series, Sovos’ industry experts presented and analyzed new and unique results from a new comprehensive benchmark study from the Aberdeen Group on Sales & Use Tax challenges, trends, and solutions for manufacturing firms.
View our webinar on demand (see Slide 4 for Link) as Mark Christenson and Chuck Maniace detail how you can take a fresh look at how your business is performing compared to industry peers and learn what capabilities and approaches leaders in compliance are implementing today.
View our presentation and walk away knowing:
How your performance stacks up against your manufacturing peers
The biggest risks and tax compliance challenges for manufacturers of all sizes
How functional leaders feel about the compliance process vs. those managing the process
What is driving process-improvement and what capabilities and approaches leaders are taking
How you can successfully drive change in your organization
Business Case Calculator for DevOps Initiatives - Leading credit card service...Capgemini
The 2015 World Quality Report data reveals that 61% of respondent’s rate time-to-market as very important which is the key reason for the proliferation of DevOps. The biggest ingredient is speed based on efficiencies upstream and in operations. Technology leaders now need to wear a business hat and build their strategy based on cost to achieve desired velocity as opposed to cost savings.
Join MasterCard and Capgemini to learn about a real time to market driven DevOps business case calculator with technology, process and tool components.
Presented at HPE Discover Las Vegas 2016.
Kundcentrera och anpassa end-to-end processer kring mobilitet, molnet, sociala medier och big data.
Titta närmare på: Big Data (http://www-03.ibm.com/software/products/sv/category/SWP10), BPM (http://www-03.ibm.com/software/products/sv/category/BPM-Software), Social (http://www-03.ibm.com/software/products/sv/category/SWD00)
Spend and Control 2017: Business Travel and Expense Technology Trends | Novem...Ashley Emery
Get the latest insights into today’s business travel trends and how they’re driving the purchase decisions and preferences of your employees on the road. You’ll also see survey results from more than 600 companies with insight into the tools and best practices they’re using to manage the expense reporting and reimbursement process.
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
VAT Registration Outlined In UAE: Benefits and Requirementsuae taxgpt
Vat Registration is a legal obligation for businesses meeting the threshold requirement, helping companies avoid fines and ramifications. Contact now!
https://viralsocialtrends.com/vat-registration-outlined-in-uae/
LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
We will dig deeper into:
1. How to capture video testimonials that convert from your audience 🎥
2. How to leverage your testimonials to boost your sales 💲
3. How you can capture more CRM data to understand your audience better through video testimonials. 📊
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).