MetricNet is honored and excited to be presenting at the annual ICMI Contact Center Expo – A Digital Experience! This year, Jeff Rumburg, Managing Partner at MetricNet, presented:

Session 202: Leveraging Contact Center Metrics to Drive Transformational Culture Change

Wednesday, October 6, 2021 2:00 PM EDT

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Many contact centers struggle with change. They fail to grow and adapt as the industry itself undergoes transformational change. Most also still operate very reactively, lurching from one chaotic day to another, focusing primarily on service levels, while investing little time and energy into becoming more proactive and strategic. But metrics have the power to change all of that. By driving transparency and accountability to the individual agent level, and by establishing individual performance targets, metrics have proven time and again to be the linchpin of transformational culture change! Come join Jeff Rumburg as he presents case studies and benchmarking data that demonstrate that the goal of transformational culture change is surprisingly attainable simply by leveraging the right KPIs!

Session 504: Customer Care ROI – Your Contact Center as a Competitive Weapon!

Thursday, October 7, 2021 2:00 PM EDT

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Most organizations treat customer care as a cost center. But inclreasingly, progressive companies manage customer care as a value center and find that customer care can drive greater loyalty, repeat business, increase average sale size and lifetime customer value, and grow market share. Join Jeff Rumburg as he presents case studies and benchmarking data to support the business model of customer care as a value center. Learn what it takes to make the transformation from cost center to value center, how to measure the ROI of B2B and B2C customer care, and how to create a sustainable competitive advantage based on customer care.