MetricNet offers Contact Center benchmarks with cost, quality, and service level metrics for organizations that operate their own internal contact centers as well as those that outsource the contact center to a managed service provider.
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Home » ICMI 2017
MetricNet is honored and excited to be presenting at the annual ICMI Conference in Las Vegas, NV! This year, Jeff Rumburg, Winner of the 2014 Ron Muns Lifetime Achievement Award and Managing Partner at MetricNet, will present:
Tuesday, September 26, 2017 at 11:30 AM
The power of benchmarking is that it enables a contact center to save enormous amounts of time and energy by building upon proven industry best practices. In this case study, Jeff Rumburg shares the story of how one contact center used benchmarking to slash costs and dramatically improve customer satisfaction. You’ll learn the success factors for benchmarking and receive guidelines for harnessing the full potential of this tool.
Download a PDF of the presentation!
Tuesday, September 26, 2017 at 4:15 PM
If it moves, contact centers measure it. But what does our obsession with metrics really mean? More importantly, where should we look to best manage and optimize performance? In an industry where KPIs are all interconnected and interrelated, an understanding of how various KPIs affect each other is enormously powerful. In this session, you’ll discover definitive cause-and-effect relationships between the most commonly tracked metrics and learn how insight into these relationships can revolutionize the way you manage your contact center.
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This introductory guide to Insourced Contact Center Metrics includes definitions, information on the importance of each metric & key correlations. Download the full eBook today!
This introductory guide to Outsourced Contact Center Metrics includes definitions, information on the importance of each metric & key correlations. Download the full eBook today!
This introductory guide to Sales Contact Center Metrics includes definitions, information on the importance of each metric & key correlations. Download the full eBook today!
