A 10-Year Trend in Contact Center Performance - Benchmarks Tell the Story

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Presented by

Jeff Rumburg, Managing Partner at MetricNet

About this talk

Are you struggling to keep up with the rapid evolution of the contact center industry? Do you feel like you're falling behind on key trends and unsure of how to position your contact center for future success? If so, you're not alone. Many contact center leaders are challenged by the changing landscape and unsure of how to navigate the complex drivers of contact center performance. In this webcast, Jeff Rumburg, a 30-year veteran of the Contact Center industry, will share industry data that illustrates key trends in contact center performance. Additionally, Jeff will reveal the underlying drivers of these trends and their implications for the future of contact center performance, including what today’s KPIs tell us about the future, the impact on people, process, and technology, and how to position the contact center for future success. Attendees will learn: • How to use industry data and benchmarks to assess and improve your contact center performance • The underlying drivers of contact center trends and their impact on people, process, and technology • Strategies for positioning your contact center for long-term success in a rapidly changing environment • And much more! Don't miss this opportunity to stay up to date on the latest trends and benchmarks in contact center performance. Register Now!
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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.