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.
Jeff added, “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.”
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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, 22 May 2018.
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.
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