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MetricNet

@MetricNet

The Global Leader in IT Service and Support and Contact Center Benchmarking, and Performance Improvement Consulting

 Worldwide | Incline Village NV
metricnet.com
Joined November 2009
  • Tweets5.4K
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  • Followers1.4K
1.6KMedia
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Explore the impact of benchmarking in different sectors. From airlines to banking, our case studies offer insights into real-world applications. Visit: metricnet.com/casestudies/ #Benchmarking #BusinessInsights
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Is your MSP contract truly protecting your interests and driving performance? Join us for “The MSP Contract: Key Elements of a Successful Outsourcing Contract” 📅 April 23 | 2PM EDT Register → brighttalk.com/webcast/12683… #MSP #Outsourcing #SLAs #MetricNet
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MetricNet is pleased to announce that Jeff Rumburg, has been inducted into HDI’s New Thought Leaders Hall of Fame in conjunction with the 2026 HDI Top 25 Thought Leaders program! Learn more: thinkhdi.com/library/support… #ITSM #Benchmarking #ServiceManagement #HDI #MetricNet
Introducing HDI's Top 25 Thought Leaders of 2026

Introducing HDI's Top 25 Thought Leaders of 2026

Meet HDI's 2026 Top 25 Thought Leaders and inaugural Hall of Fame inductees, celebrating innovation, leadership, and impact in IT service and support.

thinkhdi.com
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Are you considering outsourcing your IT service desk or contact center but unsure if it’s the right move for your organization? Join us for a NEW webcast Thursday, January 22, 2026 at 2:00PM EST. Register Now! brighttalk.com/webcast/12683… #ITSM #Outsourcing #ContactCenter
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What does it take to build a service desk that ranks in the top 10% of performance? Join us September 18, 2025 at 2:00 PM EDT for How to Build a World-Class Service Desk: Lessons from the Top 10% Register Now! brighttalk.com/webcast/12683… #ServiceDesk #ITSM #ITServiceandSupport
How to Build a World-Class Service Desk: Lessons from the Top 10%

How to Build a World-Class Service Desk: Lessons from the Top 10%

What does it take to build a service desk that ranks in the top 10% of performance? In this webcast, Jeff Rumburg will share insights from MetricNet’s database of top-performing service desks. He’ll...

brighttalk.com
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Hidden costs of poor workforce mgmt affecting Service and Support? Join Jeff Rumburg for strategies on forecasting, scheduling & real-time fixes to cut costs & boost productivity! Aug 14, 2PM EDT. Register: brighttalk.com/webcast/12683… #WorkforceManagement #ITSupport #Productivity
The Hidden Costs of Poor Workforce Management: How to Fix It

The Hidden Costs of Poor Workforce Management: How to Fix It

Are your workforce management practices leading to inefficiencies and high costs? Poor scheduling, overstaffing, or understaffing can cripple your service desk’s performance. In this webcast, Jeff...

brighttalk.com
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Optimize your self-service portal to save costs & boost customer satisfaction! Join Jeff Rumburg’s webcast on July 24, 2025, at 2:00 PM EDT for expert tips on design & metrics. Register: brighttalk.com/webcast/12683… #CustomerSupport #SelfService
How to Optimize Self-Service: Reducing Costs While Improving Customer Satisfaction

How to Optimize Self-Service: Reducing Costs While Improving Customer Satisfaction

Is your self-service portal underutilized or failing to deliver results? Poorly designed self-service can frustrate customers and increase support costs. In this webcast, Jeff Rumburg will explore...

brighttalk.com
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Are you struggling to demonstrate the business value of #customersatisfaction? Join us Thursday, June 19, 2025 at 2:00PM EDT for The ROI of Customer Satisfaction: How to Measure and Maximize It! Register Now! brighttalk.com/webcast/12683…
The ROI of Customer Satisfaction: How to Measure and Maximize It

The ROI of Customer Satisfaction: How to Measure and Maximize It

Are you struggling to demonstrate the business value of customer satisfaction? Without clear metrics, it’s difficult to justify investments in improving the customer experience. In this webcast, Jeff...

brighttalk.com
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🚀 Is a Zero Touch Service Desk the future of IT support? Join Jeff Rumburg at @ThinkHDI #SupportWorldLive Session 104 to explore AI, automation, & self-service driving this transformation! 📅 TODAY 10:15 AM, Room 363. #ITSM schedule.supportworldlive.co…
Schedule | HDI Service & Support World

Schedule | HDI Service & Support World

Join industry leaders at HDI Service & Support World for 50+ expert sessions on IT support, service management, and AI automation.

schedule.hdiconference.com
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Struggling with outsourced ITSM vendors? Join Jeff Rumburg May 15 at 2 PM EDT for a webcast on maximizing value & minimizing risk in vendor management. Learn key metrics, best practices, and risk mitigation strategies. Register now #ITSM #VendorManagement brighttalk.com/webcast/12683…
Success Factors in Vendor Management for Outsourced ITSM: How to Maximize Value and Minimize Risk

Success Factors in Vendor Management for Outsourced ITSM: How to Maximize Value and Minimize Risk

Webcast Title: "Success Factors in Vendor Management for Outsourced ITSM: How to Maximize Value and Minimize Risk" Abstract: Are you getting the most out of your outsourced IT service management...

brighttalk.com
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Low FCR rates hurting your support center? 📞 Join MetricNet’s Jeff Rumburg on 4/17/25 at 2PM EDT for The Secret to High First Contact Resolution Rates. Learn data-driven ways to improve FCR and cut costs. Register now! brighttalk.com/webcast/12683… #FCR #ContactCenter #ServiceDesk
The Secret to High First Contact Resolution Rates: A Data-Driven Approach

The Secret to High First Contact Resolution Rates: A Data-Driven Approach

Are your first contact resolution (FCR) rates falling short of industry benchmarks? Low FCR rates can lead to customer frustration, repeat contacts, and higher costs. In this webcast, Jeff Rumburg...

brighttalk.com
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🏆 Jeff Rumburg, Managing Partner at MetricNet, has been named a 2024-25 SDI Distinguished Industry Contributor! His leadership and impact in ITSM continue to set the standard for excellence. Congrats, Jeff! #SDIAwards #ITSM #MetricNet
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Is your #cost per ticket higher than industry benchmarks? High costs can erode profitability, but cutting corners on #quality is not the answer. Join us Thursday, March 20, 2025 at 2PM EDT! Register here: brighttalk.com/webcast/12683…
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Are you prepared for the future of #ITSupport? Emerging technologies and shifting customer expectations are reshaping the industry. Join us Wednesday, March 5, 2025 at 5PM EST for The Future of IT Support: Trends and Predictions for 2025 Register here: brighttalk.com/webcast/534/6…
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Top 10 metrics every contact center manager needs for 2025—revealed! Join Jeff Rumburg’s webcast on Feb 27, 2025, 2:00 PM EST. Register: brighttalk.com/webcast/12683… #ContactCenter #Metrics #CX
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📢 Join us Thursday, at 2 PM EST for "Maximizing ROI in Service and Support"! 🚀 Jeff Rumburg reveals a proven ROI methodology linking ROI to ITSM maturity. 🔗 Register: brighttalk.com/webcast/12683… #ITSM #ROI #ServiceSupport #TechLeadership #ContinuousImprovement
Maximizing ROI in Service and Support through Continuous Improvement

Maximizing ROI in Service and Support through Continuous Improvement

Service and support organizations are under constant pressure to do more with less. In this webcast, Jeff Rumburg will present a simple yet compelling methodology for calculating the ROI of IT...

brighttalk.com
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Join us tomorrow, Tuesday, December 17th at 2:00PM EST for one of our most popular webcasts - Benchmarking Roundup: Summary of 2024 Contact Center Benchmarks - Register Now! brighttalk.com/webcast/12683… #contactcenter #cctr #callcenter #metrics #benchmarking
Benchmarking Roundup: Summary of 2024 Contact Center Benchmarks

Benchmarking Roundup: Summary of 2024 Contact Center Benchmarks

Many Contact Center Center professionals are unfamiliar with the key performance indicators (KPIs) that are important to track and trend and even fewer are aware of what constitutes acceptable...

brighttalk.com
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Attending #SMWorld this week? Don't miss Session 304 today at 3:45PM! How #AI is Supercharging #ITIL Maturity
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More lines of business are using #servicemanagement solutions. From #HR to #Sales to #Marketing #SMworld
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Two must-attend webcasts! 🚀 Join Jeff Rumburg on Nov 13 @ 11 AM EST for AI in IT Service Management & Nov 14 @ 2 PM EST for 2024’s Benchmarking Roundup. Register now 👇 AI Webcast 👉 brighttalk.com/webcast/534/6… Benchmarking Webcast 👉 brighttalk.com/webcast/12683… #ITSM #AI #ITSupport
Enhance IT Service Management with AI: Proven Strategies and Metrics for Success

Enhance IT Service Management with AI: Proven Strategies and Metrics for Success

Join Jeff Rumburg, Co-Founder and Managing Partner at MetricNet, as he explores how AI is revolutionizing IT service management. Using case study examples, Jeff will share practical insights on how...

brighttalk.com
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There are better end states for channel mix, and less optimal end states for channel mix. Learn more in our webcast this Thursday. Register now! brighttalk.com/webcast/12683… #channelmix #itsm #callcenter #metrics #benchmarking #customerexperience
Metrics that Matter – The Emerging Metrics of Channel Mix

Metrics that Matter – The Emerging Metrics of Channel Mix

Channel mix is the percentage of incoming tickets that arrive at the service desk through various channels. The most common channels include walk-up, voice, email, web, chat, and self-help. Channel...

brighttalk.com
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