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:

Session 102: Benchmark Your Way to World-Class Performance

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!

Session 406: Contact Center Cause and Effect: The True Impact of Your Metrics

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.

Download a PDF of the presentation!

Request an appointment with Jeff Rumburg at ICMI 17!