Jeff Rumburg


Jeff Rumburg

Bio

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 for four consecutive years, 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.

Recent articles

  • Metric of the Month: Same Day/Next Day Resolution
  • Metric of the Month: Ticket Quality
  • Metric of the Month: Ticket Backlog
  • Metric of the Month: Average Speed of Answer
  • Metric of the Month: Customer Effort
  • Metric of the Month: Schedule Adherence
  • Metric of the Month: Tickets Prevented
  • Metric of the Month: The Agent Scorecard
  • Metric of the Month: Customer Experience
  • Metric of the Month: ROI of Support, Part 2
  • Metric of the Month: ROI of Support, Part 1
  • Metric of the Month: Agent Training Hours
  • Metric of the Month: Call Abandonment Rate
  • Metric of the Month: Ticket Handle Time
  • Metric of the Month: Agent to Supervisor Ratio
  • Metric of the Month: Channel Mix
  • Metric of the Month: User Self-Service
  • Metric of the Month: Ratio of Agents to Total Headcount
  • Metric of the Month: Introduction to Chat Metrics
  • Metric of the Month: Annual Agent Turnover
  • Metric of the Month: Cause-and-Effect for Desktop Support KPIs
  • Metric of the Month: Incident Mean Time to Resolve
  • Metric of the Month: Net Promoter Score
  • Metric of the Month: Tickets per User per Month
  • Metric of the Month: Percent Resolved Level 1 Capable
  • Metric of the Month: Percent Resolved Level 1 Capable
  • Turbocharge Your Metrics with Benchmarking!
  • Metric of the Month: First Level Resolution Rate
  • Metric of the Month: Desktop Support Cost per Ticket
  • Metric of the Month: Service Desk Balanced Scorecard
  • Metric of the Month: Agent Job Satisfaction
  • Metric of the Month: Agent Utilization
  • Metric of the Month: Key Relationships for Service Desk KPIs
  • Metric of the Month: Customer Satisfaction
  • Metric of the Month: Service Desk Cost per Ticket
  • Metric of the Month: First Contact Resolution Rate
  • The Enterprise Service Desk