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Profile

Jeff Rumburg

Jeff Rumburg

Bio

Jeff Rumburg is the cofounder and managing partner of MetricNet, LLC, where he is responsible for global strategy, product development, and client engagement delivery. He has been retained as a service and support expert by more than half of the Fortune 500, including American Express, Intel, Coca-Cola, Emory Healthcare, GM, IBM, and USAA. Equally broad is his industry experience, which includes benchmarking IT service and support in every major industry. Jeff is the author of A Hands-On Guide to Competitive Benchmarking: The Path to Continuous Quality and Productivity Improvement, and he's published more than 100 white papers on service and support best practices. In 2014, he was awarded the HDI Lifetime Achievement Award for his contributions to the service and support industry.

Recent articles

  • The Rise of the Machines: Is Your IT Job at Risk?
  • Eight KPIs to Optimize Your IT Service and Support
  • Understanding the Service Desk Metric of Cost per Ticket
  • Best of HDI in 2021 - #3: The Metrics of Problem Management
  • 10 More Metrics That Matter for IT Service and Support
  • 10 Metrics That Matter for IT Service and Support
  • Metric of the Month: Ticket Backlog
  • Metric of the Month: Tickets Prevented
  • Metric of the Month: Average Speed of Answer
  • Metric of the Month: How Process Drives Performance
  • Metric of the Month: Same Day/Next Day Resolution
  • Metric of the Month: Ticket Quality
  • Metric of the Month: Customer Effort
  • Metric of the Month: Schedule Adherence
  • 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
  • Metric of the Month: Desktop Support Cost per Ticket
  • Metric of the Month: Service Desk Cost per Ticket
  • Turbocharge Your Metrics with Benchmarking!
  • Metric of the Month: Key Relationships for Service Desk KPIs
  • Metric of the Month: Customer Satisfaction
  • Metric of the Month: Agent Job Satisfaction
  • Metric of the Month: Agent Utilization
  • Metric of the Month: First Contact Resolution Rate
  • Metric of the Month: Service Desk Balanced Scorecard
  • The Enterprise Service Desk
  • Metric of the Month: First Level Resolution Rate