DataBank video explains MSP performance metrics

DataBank has published a video discussion on how IT leaders can evaluate managed service providers using operational and customer-experience metrics.

• The video features Autumn Salama (VP of Platform and Business Operations), Michael Baker (VP of Customer Operations), and Thomas Cannady (VP of Network Operations) discussing First Contact Resolution, response times, Mean Time to Repair, uptime, and Net Promoter Score.
• It also covers change management, automation, and how leading MSPs provide transparent visibility into performance; runtime is 22 minutes.
• This is a video overview/commentary, not a first-time product, funding, or project announcement.