Benchmarking Network, Inc - Business Process Best Practices

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This service is provided by The Benchmarking Network, Inc., an international resource for business process research and metrics. We lead studies with over 140,000 process leaders in over 65 countries. We provide benchmarking training and research to individual companies, professional and trade associations, and industry and process based groups. Since 1992, our over 300 benchmarking studies have spanned virtually all processes and industries to identify measures and collect data.

Help Desk Management

The Benchmarking Network announced a new benchmarking study that will kickoff in the area of Help Desk Management. Now is the time to join and become involved in setting the focus and direction of the study. This is a "best practices" study that will include site visits to top performing companies. A few of the areas that the study will cover are:  

  • Staffing the IT Help Desk; 
    • Cost of staffing 
    • Time per call 
    • Staff turnover rate 
    • Staff productivity metrics 
  • Customer Service; 
    • Peak call handling 
    • Service costs  
    • Customer satisfaction 
  • Technologies Employed in IT Help Desk Management; 
  • Performance Measures; and 
  • Other IT Help Desk Management Issues identified by sponsors. 

To receive detailed information on the content and focus of the study contact the HDMBA Director via phone at 281-440-5044, or contact us directly via our Information Request Form. Its quick and easy, and we'll get in contact with you fast.