a brave new world! · 2019-03-26 · @metricnet | #sdi19 co founder and managing partner,...
TRANSCRIPT
#SDI19@MetricNet
The Future of Service and Support
A Brave New World!
@MetricNet | #SDI19
How Far We’ve Come…The $85 Trillion Global Economy
Global IT Industry$5 Trillion
Global ITSM Industry$1.5 Trillion
Global IT Support$250 Billion
Global IT Support
Employment7 Million FTEs
@MetricNet | #SDI19
From Humble Beginnings…
@MetricNet | #SDI19
How Far We’ve Come…
PEOPLE
PROCESS
TECH
@MetricNet | #SDI19
We are at an Inflection Point…
IND
US
TR
Y IM
PA
CT
TIME
Less
More
Past Future
@MetricNet | #SDI19
Past is Prologue…
@MetricNet | #SDI19
Let’s Connect the Dots…
❑ First Principles – Better, Faster, Cheaper
❑ Service and Support as a Business
❑ Staffed by Business People
❑ ROI Will Become the Primary Measure of Success
❑ Industry Literacy will be Paramount
❑ Technology Will Continue to Evolve Incrementally
❑ ITIL Hacks Will Become More Common
❑ Channel Mix Will Accelerate
❑ New Leadership Opportunities Will Emerge
@MetricNet | #SDI19
Better, Faster, Cheaper…
5 – Optimized ……Maturity
4
3
2
1
Pro
cess Matu
rity
@MetricNet | #SDI19
Service and Support as a Business
Value Focused
Leverage Metrics
Proactive
Process Aware
Messaging
@MetricNet | #SDI19
Literacy Matters…Cost per Ticket Customer Satisfaction
Agent
Utilization
First
Contact
Resolution
Agent Satisfaction
Coaching Career Path Training Hours
Call
Quality
Handle
Time
Agents/
Total FTE’s
Absenteeism/
Turnover
First Level
ResolutionScheduling
Efficiency
Service Levels:
ASA and AR
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The Bots are Coming!The Bots Are Coming!
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But They Need Time to Mature
Deep Blue vs. Gary Kasparov IBM’s Watson
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Paradigm Shifts Will be Disruptive
SHIFT LEFT
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ITIL Hacks…
KNOWLEDGEINCIDENT
PROBLEM
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The Elephant in the Room…
17
26
37
47
10
20
30
40
50
Q1 Q2 Q3 Q4
An
nu
al P
rod
uc
tivit
y I
mp
ac
t (h
ou
rs)
Quartile Performance
@MetricNet | #SDI19
Channel Mix is Accelerating
$20.00
$20.50
$21.00
$21.50
$22.00
$22.50
$23.00
$23.50
$24.00
$24.50
$25.00
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
% o
f T
icket
Vo
lum
e
Year
$25.00
$24.50
$24.00
$23.50
$23.00
$22.50
$22.00
$21.50
$21.00
$20.50
$20.00
Co
st
per
Tic
ket
Self Service
Average Cost per Ticket
Email/Web
Chat
Voice
@MetricNet | #SDI19
The Enterprise Services Oppty…
Human Resources
Facility Management
MarketingLegal
Services
Finance SecurityOffice
ManagementLogistics
@MetricNet | #SDI19
Past is Prologue…
PEOPLE
PROCESS
TECH
#SDI19@MetricNet
The Future of Service and Support
A Brave New World!
THANK YOU FOR ATTENDING THIS
SESSION.
Please complete the session
evaluation form in the App.
@MetricNet | #SDI19
THANK YOU FOR ATTENDING THIS
SESSION.
Please complete the session
evaluation form in the App.
@MetricNet | #SDI19
About MetricNet
Your Benchmarking Partner
@MetricNet | #SDI19
◼ Co Founder and Managing Partner, MetricNet, LLC
◼ Winner of the Ron Muns Lifetime Achievement Award
◼ Named one of HDI’s Top 25 Thought Leaders in 2016 and
2017
◼ Former CEO, The Verity Group
◼ Former Vice President, Gartner
◼ Founder of the IT Service and Support Benchmarking
Consortium
◼ Author of A Hands-On Guide to Competitive Benchmarking
◼ Harvard MBA, Stanford MS
Your Speaker: Jeff Rumburg
@MetricNet | #SDI19
Benchmarking is MetricNet’s Core Business
Call Centers
Telecom
Information
Technology
Satisfaction
◼ Customer Service
◼ Technical Support
◼ Telemarketing/Telesales
◼ Collections
◼ Service Desk
◼ Desktop Support
◼ Field Support
◼ Price Benchmarking
◼ Customer Satisfaction
◼ Employee Satisfaction
@MetricNet | #SDI19
Meet a Sampling of Our ClientsMetricNet Conducts benchmarking for IT Service and Support organizations worldwide, and
across virtually every industry sector.
THANK YOU FOR ATTENDING THIS
SESSION.
Please complete the session
evaluation form in the App.
@MetricNet | #SDI19
Thank You!