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Director's Corner
with Jeff Rumburg
The Economics of Benchmarking
Benchmarks cost too much. That’s right…they’re simply too expensive! That’s why I co-founded MetricNet with my long-time business associate Eric Zbikowski. MetricNet was founded on the principle that benchmarks are an indispensable tool that should be affordable to all managers.
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MetricNet Whitepapers and Case Studies Now Available!
Request MetricNet’s White Paper Series on Help Desk and Call Center Best Practices, or read our latest Case Study. Learn More >
Metric of the Month
Each month, we highlight and explain one benchmarking metric in detail, provide recent benchmarking data, and discuss key correlations and cause/effect relationships.
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MetricNet is the leading source of benchmarks, scorecards, and performance metrics for Information Technology
(IT) and Call Center Professionals worldwide. Our mission is to provide you with the benchmarks you need to run your business more effectively.
MetricNet is committed to making the
benchmarking process quick and easy for its customers. We have pioneered a number of innovative techniques to ensure that you receive fast, accurate benchmarks, with a minimum of time and effort.
Listen to MetricNet's Two Podcasts
featured on SearchCRM.com!
Measuring Call Center Key Performance Indicators to Optimize Cost and Quality
What key performance indicators (KPIs) have the biggest impact on call center quality and call center cost? How can call centers use this information to reduce costs without sacrificing quality or affecting the customer.
Visit our Podcast page to learn more
and access the audio file. >
Call Center Benchmarking Best Practices
Should every call center be benchmarking and what benchmarks should they be using? How often do best-in-class call centers run benchmark programs? How can call center managers know which centers to measure themselves against?
Visit our Podcast page to learn more
and access the audio file. |
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MetricNet Featured in Business Week Interview
Measuring Call Center Key Performance Indicators To Optimize Cost, Quality
February 15, 2010
What key performance indicators (KPIs) have the biggest impact on call center quality and cost? How can call centers use this information to reduce costs without sacrificing quality or affecting the customer experience? SearchCRM.com posed these questions in a recent interview with Eric Zbikowski, co-founder and Managing Partner at MetricNet, LLC – a provider of performance metrics, benchmarks and scorecards for corporations worldwide. Download this podcast for the latest insight into measuring call center KPIs, including:
• Which call center metrics have the biggest bottom line impact
• Tips for tracking cost per contact and customer satisfaction
• How to use performance data to lower costs
• Low-cost technology options to reduce cost per call
Learn best practice strategies for measuring call center metrics and proven strategies for cutting call center costs without sacrificing quality.
> Listen to the Podcast Online
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