Tuesday, November 13, 2018 at 2:00 PM
When a business is not performing well, investments in the business dry up because there is no reasonable expectation of earning a profit. By contrast, businesses that are profitable receive adequate funding because they can attract investment capital seeking a positive return. So, what would happen if contact centers began operating more like businesses, and could attract funding and other resources based upon their profitability? For many organizations the contact center represents an untapped opportunity to create and demonstrate economic value. When managed as a business, the true potential of customer service can be unlocked by generating a positive return on investment! In this session, Jeff Rumburg will present case studies and benchmarking data that illustrate a proven approach for managing the contact center as a business. Audience members will learn which business metrics they can leverage to make the transformation from cost center to value center, how to measure, quantify and communicate the ROI of customer care, and ultimately how to create a sustainable competitive advantage in the contact center!
Wednesday, November 14, 2018 at 2:15 PM
Benchmarking is a proven tool for optimizing contact center performance. Effective benchmarking enables a contact center to quantify its performance, compare against others in the industry, identify performance gaps, and define the actions necessary to optimize performance. Industry data shows that contact centers that conduct annual benchmarking are far more likely to achieve world-class performance, yet fewer than 20% of all contact centers engage in benchmarking. In this session Jeff will demonstrate through case studies how benchmarking enables contact centers to optimize their performance. He will share the results of MetricNet’s 2018 Global Benchmarking Initiative, discuss the Benchmarking Methodology, define the KPI’s used for benchmarking, and provide performance data from more than 300 contact centers worldwide.