Profile cover photo
Profile photo
Angela Irizarry
376 followers -
Angela Irizarry
Angela Irizarry

376 followers
About
Posts

Post has attachment
Join us for a brand new webcast - The CSI Imperative: Success Factors for Continuous Improvement in IT Service and Support - on February 7, 2017 at 2:00 PM EST. Register Now! https://www.metricnet.com/webcasts/

MetricNet presented The CSI Imperative at the 2016 FUSION conference in Las Vegas, NV. If you didn't have a chance to attend the conference or simply want a refresher on Continuous Improvement in IT Service and Support, we are excited to announce this second chance opportunity!

In this webcast, Jeff Rumburg, who has been retained as an IT service and support expert by some of the world's largest corporations, will present case studies of support organizations that have successfully built a culture and discipline of continual service improvement. Additionally, he will provide a sample CSI timeline and an empirical model for Continual Service Improvement based on real-world success factors.

Register Now! https://www.metricnet.com/webcasts/

What attendees at FUSION had to say about The CSI Imperative:

"This session provided the most useful, practical takeaway information all week. Thank you!"

"Jeff's presentation contained SO MANY important informational nuggets to run an optimal Service Desk. He had my brain firing like crazy..."

"Jeff was awesome and very knowledgeable. I felt like I was being taught something rather than just given information."

"Extremely relevant and important."

"Listening to Jeff is always a treat. Have been on web sessions with him and his knowledge and expertise is amazing."

Register Now! https://www.metricnet.com/webcasts/
Webcasts
Webcasts
metricnet.com

Post has attachment
Join us for a brand new webcast - The CSI Imperative: Success Factors for Continuous Improvement in IT Service and Support - on February 7, 2017 at 2:00 PM EST. Register Now! https://www.metricnet.com/webcasts/

MetricNet presented The CSI Imperative at the 2016 FUSION conference in Las Vegas, NV. If you didn't have a chance to attend the conference or simply want a refresher on Continuous Improvement in IT Service and Support, we are excited to announce this second chance opportunity!

In this webcast, Jeff Rumburg, who has been retained as an IT service and support expert by some of the world's largest corporations, will present case studies of support organizations that have successfully built a culture and discipline of continual service improvement. Additionally, he will provide a sample CSI timeline and an empirical model for Continual Service Improvement based on real-world success factors.

Register Now! https://www.metricnet.com/webcasts/

What attendees at FUSION had to say about The CSI Imperative:

"This session provided the most useful, practical takeaway information all week. Thank you!"

"Jeff's presentation contained SO MANY important informational nuggets to run an optimal Service Desk. He had my brain firing like crazy..."

"Jeff was awesome and very knowledgeable. I felt like I was being taught something rather than just given information."

"Extremely relevant and important."

"Listening to Jeff is always a treat. Have been on web sessions with him and his knowledge and expertise is amazing."

Register Now! https://www.metricnet.com/webcasts/
Webcasts
Webcasts
metricnet.com

Post has shared content
Our video highlight reel from the 2014 HDI and +itSMF USA FUSION conference in Washington D.C. is live! Watch now: 

#SMFUSION14
Add a comment...

Post has attachment
I propose we all participate in a #Marketing Hack-A-Thon! Who's with me?
Add a comment...

Post has attachment
Add a comment...

Post has attachment

Post has attachment
Executive accountability, chat support and on-demand around the clock resolutions OH MY! Are you ready for it? 

#2014 #IT   #Chat  #Social #CustServ #CustomerSatisfaction 
Add a comment...

Post has shared content
MetricNet Presents: Call Center Best Practices! A Free 90 Minute Webinar
Based on MetricNet's benchmarking data from 1,900 call center benchmarks worldwide, Jeff Rumburg will present MetricNet's latest findings in this complimentary webinar. 

• HEAR how the industry's top performing Call Centers achieve world-class status 

• LEARN 5 key strategies for optimizing your Call Center performance 

• APPLY Best Practices from your peers in the industry 

Webcast Date and Time: Tuesday, February 12th, 2013 2:00 PM – 3:30 PM Eastern Time (GMT - 4:00) 

TO REGISTER click here: https://www2.gotomeeting.com/register/511977874 

See below for a complete description and registration information. If the time zone or timing of this webcast does not match your schedule, I would encourage you to sign up anyway as MetricNet will automatically send you a link to the webcast recording (but only if you register). 

Webcast OVERVIEW 

In this webcast, MetricNet will be releasing its latest research in this area based on 1,900 Contact Center benchmarks worldwide. We will share the key success factors from the industry's top performing call centers, including: 

• Strategies for elevating call center efficiency and effectiveness 

• Leveraging your call center strengths and learning how to target areas for improvement 

• A simple scorecard for achieving success 

• Best practices in agent retention and motivation 

• Optimizing the cost vs. quality tradeoff in your call center 

• Key strategies for making your call center more proactive 

• Cost reduction strategies that work 

• Target levels for the 5 most important metrics in the call center 

• Service level metrics - which ones really matter? 

• Maximizing customer satisfaction 

• Creating a service-based competitive advantage for your company! 

What else you will learn from this webcast: 

• Which KPI's have the biggest impact on cost 

• Which KPI's have the biggest impact on quality (hint: they are not what you might expect!) 

• Two metrics that are rarely tracked, but yield profound insights into call center performance 

• Service level mistakes that can drive your costs through the roof 

BIO for Jeff Rumburg (the host of this webinar): 

Mr. Rumburg is a co-founder and Managing Partner of MetricNet, LLC. He authored a best-selling book on Benchmarking, and has been retained as a call center expert by such well-known companies as American Express, Hewlett-Packard, Allstate Insurance, and General Motors. 

Mr. Rumburg has held a number of executive positions at META Group, and Gartner, Inc. As a vice president at Gartner, Mr. Rumburg led a project team that reengineered Gartner's global benchmarking product suite. And as vice president at META Group, Mr. Rumburg's career was focused on help desk and call center consulting. 

Mr. Rumburg's education includes an M.B.A. from the Harvard Business School, an M.S. magna cum laude in Operations Research from Stanford University, and a B.S. magna cum laude in Mechanical Engineering. He is author of A Hands-On Guide to Competitive Benchmarking: The Path to Continuous Quality and Productivity Improvement, and has taught graduate-level engineering and business courses. Mr. Rumburg serves on the Strategic Advisory Board for HDI, formerly the Help Desk Institute. 

Webcast Date and Time: Tuesday, February 12th, 2013 2:00 PM – 3:30 PM Eastern Time (GMT - 4:00) 

TO REGISTER click here: https://www2.gotomeeting.com/register/511977874 

***For a complete listing of MetricNet's 2013 webcasts, click here: http://www.metricnet.com/webcasts/
Add a comment...

Post has shared content
Wow.
#DidYouKnow ? The State of Washington found 3,450 inactive phones belonging to government employees resulting in an overhead cost of $1.14 million annually.

via +Xigo  #Telecom  
Add a comment...

Thanks for the invite!
Wait while more posts are being loaded