MetricNet Delivers Presentation on Benchmarking at ICMI's Contact Center Demo 2018

MetricNet Logo

Jeff Rumburg, Co-Founder and Managing Partner of MetricNet, presented Session 501, "Turbocharge Your Metrics with Benchmarking!" at the Annual ICMI Demo in Las Vegas, NV. In the presentation, Mr. Rumburg shared the results of MetricNet's 2018 Global Benchmarking Initiative. Additionally, discussed the Benchmarking Methodology, defined the KPIs used for benchmarking, and provided performance data from more than 300 contact centers worldwide.

"Benchmarking is a proven tool for optimizing contact center performance. Effective benchmarking enables a contact center to quantify its performance, compare against others in the industry, identify performance gaps, and define the actions necessary to optimize performance," said Jeff Rumburg. "Industry data shows that contact centers that conduct annual benchmarking are far more likely to achieve world-class performance, yet fewer than 20% of all contact centers engage in benchmarking."

Those interested in this presentation can find a copy of the slide deck on MetricNet's website. Mr. Rumburg also presented Session 204, "A New World Order - Managing Your Contact Center as a Business!" on Tuesday, November 13, 2018.

Contact centers that conduct annual benchmarking are far more likely to achieve world-class performance.

Jeff Rumburg

Managing Partner

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 and 2017, 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.

If you would like more information about benchmarking your customer service and support functions, please visit http://www.metricnet.com or e-mail MetricNet at info@metricnet.com.

About MetricNet

MetricNet is the global leader in 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 contact center benchmarks from their website. With a global benchmarking database of nearly 4,000 Contact Center benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry.

About ICMI

The International Customer Management Institute (ICMI) is the leading global provider of comprehensive resources for customer management professionals -- from frontline agents to executives -- who wish to improve customer experiences and increase efficiencies at every level of the contact center. Since 1985, ICMI has helped more than 50,000 organizations in 167 countries through training, events, consulting, and informational resources. ICMI's experienced and dedicated team of industry insiders, trainers, and consultants are committed to helping you raise the strategic value of your contact center, optimize your operations and improve your customer service. ICMI is a part of UBM plc. UBM is the largest pure-play B2B Events organizer in the world. Our 3,750+ people, based in more than 20 countries, serve more than 50 different sectors. Our deep knowledge and passion for these sectors allow us to create valuable experiences which enable our customers to succeed. Please visit www.ubm.com for the latest news and information about UBM.

Source: MetricNet, LLC


Categories: Customer Relationship Management (CRM), Conventions, Trade Shows, Meetings and Events

Tags: Benchmarking, Call Center, Contact Center, Customer Care, Customer Experience, ICMI, Metrics


About MetricNet, LLC

View Website or Newsroom

MetricNet is the global leader in IT service and support benchmarking.