Maximizing the ROI of Customer Care
Tuesday, May 22nd, 2018 at 4:30 PM
Contact centers that understand and quantify their ROI gain several important advantages; chief among them is the ability to obtain funding and other resources based upon the economic benefits provided by the contact center. This session will define ROI as it applies to different types of contact centers, including service, sales, and collections. Additionally, it will lay out a simple methodology for computing ROI for the contact center, and share ROI data that has been computed from more than 200 contact centers worldwide.
2018 Contact Center Benchmarking Results – See How You Stack Up!
Wednesday, May 23rd, 2018 at 2:45 PM
This presentation will demonstrate through case studies how benchmarking enables contact centers of all types to optimize their performance. The results of MetricNet’s 2018 Global Contact Center Benchmarking Initiative will be summarized, the Benchmarking Methodology will be discussed, the KPI’s used for Contact center benchmarking will be defined, and performance data from more than 280 contact centers worldwide will be provided.
Attendees of this session will learn:
- How Contact Center Optimization is Defined
- What an Optimized Contact Center Looks Like
- Industry Averages and Ranges for 26 Contact center KPI’s
- Top Quartile Performance Levels for the Contact center
- How Benchmarking Can Optimize Contact Center Performance