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

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Jeff Rumburg, Co-Founder and Managing Partner of MetricNet, presented Session 606, ‘2018 Contact Center Benchmarking Results - See How You Stack Up!’, at the Annual ICMI Conference and Expo in Orlando, FL. In the presentation, Mr. Rumburg summarized the results of MetricNet’s 2018 Global Contact Center Benchmarking Initiative, discussed the Benchmarking Methodology, defined the KPIs used for Contact center benchmarking, and provided performance data from more than 280 contact centers worldwide.

“Industry data shows that contact centers that conduct benchmarking are far more likely to achieve world-class performance, yet fewer than 20% of all contact centers engage in benchmarking.” said Jeff Rumburg. “As a result, many customer care professionals are unfamiliar with the key performance indicators (KPIs) that are important to track and trend in the contact center and even fewer are aware of what constitutes acceptable performance vs. world-class performance.”

Those interested in this presentation can find a copy of the slide deck on MetricNet’s website. Mr. Rumburg also presented Session 405, ‘Maximizing the ROI of Customer Care’, on Tuesday, May 22, 2018.

Industry data shows that contact centers that conduct benchmarking are far more likely to achieve world-class performance, yet fewer than 20% of all contact centers engage in benchmarking.

Jeff Rumburg

Managing Partner

Mr. Rumburg is the winner of the Ron Muns Lifetime Achievement Award, was named to HDI’s Top 25 Thought Leaders list 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 well-known companies as American Express, Hewlett- Packard, General Motors, and IBM.

If you would like more information about benchmarking your contact center, please visit http://www.metricnet.com or e-mail MetricNet at info(at)metricnet(dot)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: Conventions, Trade Shows, Meetings and Events, Customer Relationship Management (CRM)

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


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