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ICMI Expo 2019

ICMI 18MetricNet delivered two sessions at the annual ICMI Expo in Ft. Lauderdale, FL! This year, Jeff Rumburg, Managing Partner at MetricNet, presented:

Session 106: It’s an Omnichannel World: The Rise of Blended Agents!

Tuesday, May 14th, 2019 at 11:30 AM

DOWNLOAD the Presentation Slides

An increasing number of contact centers are developing “Blended Agents” with expanded skill sets that include the ability to resolve complex issues in an omnichannel environment, a deep understanding of performance metrics, and a knack for generating positive ROI. Those who have successfully undertaken this transformation report lower overall costs, quicker resolution times, and much higher customer satisfaction levels. Using real-world examples, Jeff Will reveal how blended agents spread a culture of fanatical customer service that has direct business benefits. Learn the success factors for omnichannel customer care and how to find, train and develop successful blended agents in an omnichannel world.

Session 705: The Profit-Center Mentality: Managing Contact Centers as a Business!

Wednesday, May 15th, 2019 at 4:00 PM

DOWNLOAD the Presentation Slides

Does your contact center struggle to gain visibility and credibility within the enterprise, operating at a subsistence level and lacking the resources to deliver effective levels of service? What if you began operating more like a business, attracting funding and resources based upon profitability? Illustrated by case studies, this valuable session will present business metrics that can be used to quantify and communicate the profitability of a contact center, and explain the paradigm shift necessary for any contact center that aspires to realize the benefits of operating as a true business.

Schedule a Meeting with Jeff Rumburg!

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!

Like any good business decision, benchmarking should be undertaken with the expectation that it will produce a positive ROI. Download the whitepaper today!

Download the Excel template today!

 

 

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The ROI of Benchmarking Return on Investment (ROI) is one of the most common and important measures of financial performance in the business world. It is the ultimate measure of success for any business. Most companies, business units, and departments track ROI on an ongoing basis, and use this metric not only to make intelligent business decisions, but to justify their very existence.

Like any good business decision, benchmarking should be undertaken with the expectation that it will produce a positive ROI. Thankfully, it is relatively easy to make the business case for benchmarking, and as a veteran of more than 4,000 IT service and support benchmarks, I have plenty of data to back that claim up. The ROI of benchmarking includes both hard benefits, such as cost savings and improved user productivity, as well as soft benefits such as improved customer satisfaction.