01:00:07

AI Success Stories Case Studies in IT Service and Support

01:04:24

Hacking ITIL - Problem Management

20:55

Mastering #AI Metrics in IT Service and Support #ITSM

09:25

MetricNet's Instant Benchmark Demo - Downloadable Contact Center Benchmarking Tool

09:15

MetricNet's Instant Benchmark Demo - Downloadable Service Desk Benchmarking Tool

59:56

ITSM Podcast Episode 5 The Transformation of IT Service Management with Jeff Rumburg and Ben Brennan

42:48

ITSM Podcast Episode 4 - The Current State of AI ML in ITSM with Jeff Rumburg and Sebastien Adjiman

01:06:22

The ITSM Podcast Episode 3 Modernizing the Service Portal Experience Jeff Rumburg & Phyllis Drucker

58:25

The ITSM Podcast Episode 2 The Future of IT Support with Jeff Rumburg & John Custy

57:27

The ITSM Podcast - Episode 1 The Current State of IT Support with Jeff Rumburg & Roy Atkinson

51:06

Enterprise Service Desk | The Greatest Career Opportunity in a Generation!

56:34

Know Your Benchmarks Service Desk and Desktop Benchmarks from 2023

13:22

Introduction to Inbound Contact Center Metrics Module 9 | The Metrics Hierarchy

12:42

Introduction to Inbound Contact Center Metrics Module 8 | The Agent Balanced Scorecard

07:42

Introduction to Inbound Contact Center Metrics Module 7 | Process Maturity Drives Performance

01:04:32

The State of Desktop Support in 2023 - Succeeding in a Hybrid Work Environment

11:29

Introduction to Inbound Contact Center Metrics Module 6 Part 3 | Benchmarking

12:22

Introduction to Inbound Contact Center Metrics Module 6 Part 2 | Benchmarking

01:06:39

Service Desk Outsourcing in 2023 Megatrends and Best Practices

10:07

Introduction to Inbound Contact Center Metrics Module 6 | Benchmarking

06:18

Introduction to Inbound Contact Center Metrics Module 5 | Benchmarking Data

08:18

Introduction to Inbound Contact Center Metrics Module 4 | Cause and Effect Relationships

07:14

Introduction to Inbound Contact Center Metrics Module 3 | The Balanced Scorecard

54:10

Rightsizing IT Service and Support Staffing Ratios

04:20

Introduction to Inbound Contact Center Metrics Module 2 | The 80/20 Rule

02:52

Introduction to Inbound Contact Center Metrics Module 1 | Free Call Center Training

18:49

How to be a Successful Service Desk Agent | Free Training Course | Summary

07:23

How to be a Successful Service Desk Agent | Module 10 Execute with Passion and Purpose

07:30

How to Be a Successful Service Desk Agent | Module 9 Know That You Make a Difference

13:49

How to Be a Successful Service Desk Agent | Module 8 Understand Your Value Proposition

08:18

How to be a Successful Service Desk Agent | Module 7 Adopt a Servant's Mindset

14:40

How to be a Successful Service Desk Agent | Module 6 Manage Your Career

08:23

How to be a Successful Service Desk Agent | Module 5 Improve Your Skills

04:35

How to be a Successful Service Desk Agent | Module 4 Offer Your Leadership

08:08

How to be a Successful Service Desk Agent | Module 3 Develop your Metrics Literacy

05:22

How to be a Successful Service Desk Agent | Module 2 Track Your Progress

05:05

How to be a Successful Service Desk Agent | Module 1 Know What's Expected of You

02:01

How to be a Successful Service Desk Agent | Free Training Course | Introduction

31:36

Free Call Center Training | Agent Job Satisfaction Measurement and Management

37:02

Service Level Metrics that Matter | Free Training for Call Center and IT Support Professionals

23:32

Free Call Center Training | Customer Satisfaction

35:07

Free Service and Support Training | Productivity Metrics that Matter

31:35

Free Service and Support Training | Cost Metrics that Matter

58:40

Free Call Center Training | 2022 Call Center Performance Targets | MetricNet

09:46

Demo of MetricNet's Online Service Desk Balanced Score Calculator

04:02

MetricNet's Jeff Rumburg Discusses The Economic Impact of Support

06:50

Jeff Rumburg Recipient of Ron Muns Lifetime Achievement

01:27

Desktop Support Scorecard Video

01:30

MetricNet Metrics that Matter | Average Speed of Answer ASA

01:25

First Level Resolution Rate (FLR) vs. First Contact Resolution Rate (FCR) What's The Difference?

01:27

Desktop Support Budget Calculator

01:26

The Metrics of AI (Artificial Intelligence)

01:26

Metrics that Matter Agent Turnover

58:09

ITSM Academy Webcast | Metrics That Matter – The Metrics Of Shift Left

12:19

What is SPOC (Single Point of Contact) and why is it important?

11:52

Mean Time to Resolve Incidents | Mean Time to Fulfill Service Requests | MTTR | MTTF

04:09

MetricNet ITIL Hacks for Knowledge Management Case Study

03:26

An Introduction to Enterprise Services from MetricNet

01:03:10

AI in IT Service and Support | Meaningful Metrics

01:18

Metrics That Matter | Ticket Handle Time