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On this page, you can view and download the slides and watch the full recording of ”Unleashing the Enormous Power of Call Center Key Performance Indicators’!

Join the thousands of regular attendees who use MetricNet’s monthly webcasts to achieve World-Class Performance.

Here’s what some of our viewers said about this presentation:

“1st MetricNet seminar – will be back for more.”

“I’ve been using Jeff’s methodologies for a while now, yet I still learn something new every time he speaks. Excellent webinar.”

“Jeff and MetricNet deliver the highest quality, highest value information in the Contact Center industry!”

In this presentation, MetricNet provides an overview of the Best Practices in Call Center Performance Measurement.  Our best practices help call centers lower costs and increase customer satisfaction!

Viewers will learn:

  • How the industry’s top performing Call Centers track and trend their performance.
  • How to use KPIs diagnostically to achieve World-Class Performance.
  • How to apply Best Practices in Call Center Performance Measurement and Management.
  • The key success factors in performance measurement from the industry’s top performing Call Centers.

To view the webcast now, click the play button below. To download, click the Adobe PDF icon located below the player. Don’t forget to share with a friend or colleague!

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Jeffrey Rumburg

Jeff Rumburg is a co-founder and Managing Partner of MetricNet, where he is responsible for global strategy, product development, and financial operations for the company. 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, IBM, and Sony. Mr. Rumburg was honored in 2014 by receiving the Ron Muns Lifetime Achievement Award for his contributions to the IT Service and Support industry. Prior to co-founding MetricNet, Mr. Rumburg was president and founder of The Verity Group, an international management consulting firm specializing in IT benchmarking. While at Verity, Mr. Rumburg launched a number of syndicated benchmarking services that provided low cost benchmarks to more than 1,000 corporations worldwide. Mr. Rumburg has also held a number of executive positions at META Group, and Gartner. As a vice president at Gartner, Mr. Rumburg led a project team that reengineered Gartner’s global benchmarking product suite. And as vice president at META Group, Mr. Rumburg’s career was focused on business and product development for IT benchmarking. Mr. Rumburg’s education includes an M.B.A. from the Harvard Business School, an M.S. magna cum laude in Operations Research from Stanford University, and a B.S. magna cum laude in Mechanical Engineering. He is author of A Hands-On Guide to Competitive Benchmarking: The Path to Continuous Quality and Productivity Improvement, and has taught graduate-level engineering and business courses.

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