Unleashing the Enormous Power of Contact Center KPIs

Presented by

Jeff Rumburg, Managing Partner at MetricNet

About this talk

In Unleashing the Enormous Power of Contact Center KPIs, MetricNet provides an overview of the Best Practices in Contact Center Performance Measurement. Our best practices help contact centers lower costs and increase customer satisfaction! Viewers will learn: How the industry's top performing Contact Centers track and trend their performance. How to use Contact Center KPIs diagnostically to achieve World-Class Performance. How to apply Best Practices in Contact Center Performance Measurement and Management. The key success factors in performance measurement from the industry's top performing Contact Centers.

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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.