Name: The Current State of AI in Service and Support
Start: 2022-08-25T18:00:00Z
End: 2022-08-25T18:01:09.000Z
Location: BrightTALK
Rating: 5

MetricNet is the global leader in IT Service and Support and Contact Center benchmarking. More than half of the FORTUNE 500 rely on MetricNet benchmarks to improve and optimize their performance. MetricNet is the first, and still the only company to offer downloadable service desk and desktop support benchmarks from their website. With a global benchmarking database of nearly 4,000 IT Service and Support benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry.

Mr. Rumburg is the winner of the Ron Muns Lifetime Achievement Award, was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management for 2016, 2017 and 2018, and has served on HDI’s strategic advisory board. He is co-founder and Managing Partner of MetricNet, LLC, where he is responsible for global strategy, product development, and client engagement delivery. As a leading expert in benchmarking and re-engineering, Mr. Rumburg authored a best selling book on benchmarking, and has been retained as a benchmarking expert by such iconic companies as American Express, Intel, Coca Cola, and Emory Healthcare.

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 performance. In this webcast, Jeff Rumburg will share the results of MetricNet’s 2025 Global Benchmarking Initiative for Contact Centers, discuss the methodology, define the KPIs used for benchmarking, and share performance data from more than 140 companies worldwide.

Benchmarking Roundup 2025 Contact Center

Many Service and Support 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 performance. In this session, Jeff Rumburg will share the results of MetricNet’s 2025 Global Benchmarking Initiative for Service and Support, discuss the methodology, define the KPIs used for benchmarking, and share performance data from more than 140 companies worldwide.

Benchmarking Roundup 2025 IT Service and Support

Are recurring incidents draining your team’s time and resources? Without effective problem management, your service desk will continue to fight the same fires over and over. In this webcast, Jeff Rumburg, Managing Partner of MetricNet, will reveal how to implement a robust problem management process that identifies root causes, prevents recurring incidents, and boosts operational efficiency. Attendees will learn how to measure problem management success and integrate it into their IT support strategy.

Mastering Problem Management: How to Reduce Recurring Incidents and Boost Efficiency

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 discuss the key drivers of success, including workforce management, technology investments, and leadership practices. Attendees will learn actionable strategies to elevate their service desk performance and benchmark against the best in the industry.

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

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 Rumburg will uncover the hidden costs of poor workforce management and provide actionable strategies to fix it. He’ll discuss forecasting, scheduling, and real-time adjustments to optimize your workforce. Attendees will learn how to reduce costs, improve agent productivity, and deliver consistent service levels.

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

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 how to optimize self-service to reduce costs and improve customer satisfaction. He’ll discuss best practices for design, content, and promotion, as well as how to measure self-service effectiveness. Attendees will learn how to create a self-service experience that customers love and that delivers real business value.

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

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 Rumburg will explore the ROI of customer satisfaction and how to measure its impact on your business. He’ll share strategies to improve satisfaction scores and translate them into tangible business outcomes. Attendees will learn how to quantify the value of customer satisfaction and use it to drive organizational success.

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

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 (ITSM) partnerships? Outsourcing can deliver significant cost savings and operational efficiencies, but poor vendor management can lead to missed SLAs, hidden costs, and strained relationships. In this webcast, Jeff Rumburg, Managing Partner of MetricNet, will reveal the success factors that separate high-performing organizations from the rest when it comes to managing ITSM vendors.

Jeff will explore key metrics for evaluating vendor performance, including cost efficiency, service quality, and customer satisfaction. He’ll also share best practices for contract management, performance monitoring, and fostering collaborative partnerships. Attendees will learn how to:

Set clear expectations and measurable goals for vendors,

Use benchmarking data to hold vendors accountable,

Identify and mitigate risks in outsourcing relationships, and

Ensure your outsourced ITSM delivers maximum value to the business.

Whether you’re new to outsourcing or looking to optimize existing partnerships, this webcast will provide the tools and insights you need to succeed.

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

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 will reveal the secrets to achieving high FCR rates using a data-driven approach. He’ll discuss agent training, knowledge management, and process improvements that drive FCR success. Attendees will learn how to measure, analyze, and improve FCR rates to deliver faster, more efficient service.

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

Is your cost per ticket higher than industry benchmarks? High costs can erode profitability, but cutting corners on quality is not the answer. In this webcast, Jeff Rumburg will share proven strategies to reduce cost per ticket while maintaining or even improving service quality. He’ll explore workforce optimization, self-service tools, and process improvements that deliver real savings. Attendees will learn how to achieve cost efficiency without compromising customer satisfaction.

How to Reduce Cost Per Ticket Without Sacrificing Quality

Are you overwhelmed by the sheer volume of metrics available to measure contact center performance? Tracking the wrong metrics can lead to misguided decisions and wasted effort. In this webcast, Jeff Rumburg will reveal the top 10 metrics every contact center manager must track in 2025. He’ll explain how to interpret these metrics, set performance targets, and use them to drive continuous improvement. Attendees will leave with a clear understanding of the metrics that matter most and how to use them effectively.

The Top 10 Metrics Every Contact Center Manager Must Track in 2025

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 Service Management, provide case studies from two FORTUNE 100 companies that adopted an ROI methodology to justify their ITSM initiatives, and share benchmarking data that objectively demonstrates the relationship between ROI and ITSM maturity.

Maximizing ROI in Service and Support through Continuous Improvement

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 performance. In this webcast, Jeff Rumburg will share the results of MetricNet’s 2024 Global Benchmarking Initiative for Contact Centers, discuss the methodology, define the KPIs used for benchmarking, and share performance data from more than 140 companies worldwide.

Benchmarking Roundup: Summary of 2024 Contact Center Benchmarks

Many Service and Support 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 performance. In this session, Jeff Rumburg will share the results of MetricNet’s 2024 Global Benchmarking Initiative for Service and Support, discuss the methodology, define the KPIs used for benchmarking, and share performance data from more than 140 companies worldwide.

Benchmarking Roundup: Summary of 2024 IT Service and Support Benchmarks

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 mix at level 1 is rapidly evolving and is considered one of the industry’s megatrends. In 2007 voice calls represented almost 80% of all ticket volume. Today, voice accounts for just over 50% of incoming ticket volume.

There are, however, better end states for channel mix, and less optimal end states for channel mix. In this webcast, Jeff Rumburg will share the key drivers of channel mix, strategies to optimize channel mix, and guiding principles from organizations that come closest to truly optimizing their incoming channel mix.

Metrics that Matter – The Emerging Metrics of Channel Mix

Benchmarking is more than just tracking internal KPIs; it’s about comparing your performance to an external peer group to gain actionable insights that drive performance improvements. In this webcast, Jeff Rumburg will discuss MetricNet's unique benchmarking methodology that has been leveraged by more than half of the Global 2000 over the past 30 years. Attendees will learn how to use comparative data effectively to uncover opportunities for improvement and to set realistic, achievable performance targets.

The Art of Benchmarking: Beyond Traditional Metrics

First Contact Resolution (FCR) remains one of the most critical metrics for customer satisfaction and operational efficiency in service and support. This webcast will delve into advanced strategies for improving FCR rates, including effective training programs, process optimization, and leveraging data analytics. Discover how focusing on FCR can lead to higher customer satisfaction, reduced operational costs, and a more empowered support team.

Maximizing First Contact Resolution: Strategies for Success

Explore real-life case studies of successful AI adoption in IT service and support. This session will highlight various organizations' experiences, focusing on challenges faced, strategies employed, and the outcomes achieved.
o Attendees Will Learn:
1. Insights from real-world AI adoption case studies.
2. Strategies and challenges in implementing AI solutions.
3. Proven ROI, cost, quality, and cycle time benefits of AI.

AI Success Stories: Case Studies in IT Service and Support

The current state of AI in service and support is underwhelming. Promises of bot-powered agentless support, problems that automatically correct themselves, and preemptive problem resolution—the holy grail of service and support—have gone largely unfulfilled.

But there are bright spots on the landscape. I have seen more than 100 demonstrations of AI tools in the past few years. Only recently have these demos convinced me that we are at an inflection point with AI. There are now credible demonstrations of AI that not only exceed the capability of human experts, but are getting smarter over time. They exhibit true machine learning.

In this webcast, Jeff Rumburg, Managing Partner at MetricNet, will provide a recap of where we are, and what's still on the horizon.

The Current State of AI in Service and Support

Artificial Intelligence

ITSM

ITSM Strategy

ITSM Tools

AITSM

Machine Learning

Automation

Automation Workload

Are you an IT service management professional interested in developing your knowledge and improving your job performance? Join the IT service management community to access the latest updates from industry experts. Learn and share insights related to IT service management (ITSM) including topics such as the service desk, service catalog, problem and incident management, ITIL v4 and more. Engage with industry experts on current best practices and participate in active discussions that address the needs and challenges of the ITSM community.

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The Current State of AI in Service and Support

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