A Brave New World!...A Brave New World! @MetricNet | #SDI19DXB 2 The $85 Trillion Global Economy...
Transcript of A Brave New World!...A Brave New World! @MetricNet | #SDI19DXB 2 The $85 Trillion Global Economy...
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#SDI19DXB@MetricNet
The Future of Service and Support
A Brave New World!
#SDI19DXB@MetricNet
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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
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From Humble Beginnings…
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How Far We’ve Come…
PEOPLE
PROCESS
TECH
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We are at an Inflection Point…
IND
US
TR
Y IM
PA
CT
TIME
Less
More
Past Future
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Past is Prologue…
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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
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Better, Faster, Cheaper…
5 – Optimized ……Maturity
4
3
2
1
Pro
cess Matu
rity
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Service and Support as a Business
Value Focused
Leverage Metrics
Proactive
Process Aware
Messaging
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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…
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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
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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
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The Enterprise Services Oppty…
Human Resources
Facility Management
MarketingLegal
Services
Finance SecurityOffice
ManagementLogistics
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Past is Prologue…
PEOPLE
PROCESS
TECH
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#SDI19DXB@MetricNet
The Future of Service and Support
A Brave New World!
#SDI19DXB@MetricNet
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THANK YOU FOR ATTENDING THIS
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About MetricNet
Your Benchmarking Partner
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◼ 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,
2017, and 2018
◼ 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
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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
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Meet a Sampling of Our ClientsMetricNet Conducts benchmarking for IT Service and Support organizations and Contact
Centers worldwide, and across virtually every industry sector.
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Thank You!