Metrics that Matter – The Emerging Metrics of Channel Mix

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Webinar Recording

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Posted on 29 April 2022

Channel mix is the percentage of incoming tickets that arrive at the service desk through various channels. The most common channels include walk-up, voice, email, web, chat, and self-help. Channel mix at level 1 is rapidly evolving and is considered one of the industry’s megatrends. In 2007 voice calls represented almost 80% of all ticket volume. Today, voice accounts for just over 50% of incoming ticket volume.

There are, however, better end states for channel mix, and less optimal end states for channel mix. In this webcast, Jeff Rumburg will share the key drivers of channel mix, strategies to optimize channel mix, and guiding principles from organizations that come closest to truly optimizing their incoming channel mix.

Presenter : Jeff Rumburg, Managing Partner at MetricNet

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* This webinar is being hosted on HDI's BrightTalk channel. You will need to have a BrightTalk account to view this webinar. Fortunately, BrightTalk account registration is free.

By:Jeff Rumburg

About: Jeff Rumburg is the winner of the 2014 Ron Muns Lifetime Achievement Award, and was named to HDI’s Top 25 Thought Leaders list for 2016. As co-founder and CEO of MetricNet, Jeff has been retained as an IT service and support expert by some of the world’s largest corporations, including American Express, Hewlett Packard, Coca-Cola, and Sony. He was formerly CEO of the Verity Group and Vice President of Gartner. Jeff received his MBA from Harvard University and his MS in Operations Research from Stanford University.