Maximizing The ROI Of Customer Care

Presented by

Jeff Rumburg

About this talk

Contact centers that understand and quantify their ROI gain several important advantages; chief among them is the ability to obtain funding and other resources based upon the economic benefits provided by the contact center. This webcast will define ROI as it applies to different types of contact centers, including service, sales, and collections. Additionally, it will lay out a simple methodology for computing ROI for the contact center, and share ROI data that has been computed from more than 200 contact centers worldwide.

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MetricNet is the global leader in IT Service and Support and Contact Center benchmarking. More than half of the FORTUNE 500 rely on MetricNet benchmarks to improve and optimize their performance. MetricNet is the first, and still the only company to offer downloadable service desk and desktop support benchmarks from their website. With a global benchmarking database of nearly 4,000 IT Service and Support benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry. Mr. Rumburg is the winner of the Ron Muns Lifetime Achievement Award, was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management for 2016, 2017 and 2018, and has served on HDI’s strategic advisory board. He is co-founder and Managing Partner of MetricNet, LLC, where he is responsible for global strategy, product development, and client engagement delivery. As a leading expert in benchmarking and re-engineering, Mr. Rumburg authored a best selling book on benchmarking, and has been retained as a benchmarking expert by such iconic companies as American Express, Intel, Coca Cola, and Emory Healthcare.