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Upcoming MetricNet Speaking Events

Jeff Rumburg is the winner of the Ron Muns Lifetime Achievement Award, is a featured HDI and ICMI contributor, was named to HDI’s Top 25 Thought Leaders list for five years, and has served on HDI’s Strategic Advisory Board. He is co-founder and Managing Partner of MetricNet, LLC, where he is responsible for global strategy, product development, and client engagement delivery. As a leading expert in benchmarking and re-engineering, Mr. Rumburg authored a best- selling book on benchmarking, and has been retained as a benchmarking expert by such iconic companies as American Express, USAA, Coca Cola, and Emory Healthcare.

Jeff will be speaking at a number of events this year. Plan to attend one or more of the events below!

ICMI Expo | October 24 – 27, 2022
Omni Orlando Resort at Championsgate

Session 303: Mastering Metrics: The Contact Center Metrics Hierarchy

Date:Wednesday, October 26, 2022
Time: 4:00 PM to 5:00 PM

Empirical data shows that the most effective contact centers follow nine best practices when it comes to performance measurement. The metrics hierarchy summarizes the sequence of best practices that must be mastered for a contact center to harness the full potential of contact center metrics.

The hierarchy is synergistic – each best practice builds on the previous best practice, and adds more value to a contact center. Yet the data shows that each successive best practice is adopted by fewer and fewer organizations. This presents a dilemma, as most contact centers fail to mature beyond the point of using metrics primarily for observational purposes.

When it comes to contact center metrics, the Metrics Hierarchy should guide your path to maturity. In this session, Jeff Rumburg will share case study examples of contact centers that successfully progressed upward through the hierarchy, mastered each step in the process, and saw a marked improvement in performance as a direct result of metrics maturity. Follow their lead and you can too!

Service Management World | November 12-16, 2022 at Omni Orlando Resort at Championsgate

Session 404: Benchmarks from the World of Enterprise Service Management

Date: Wednesday, November 16, 2022
Time: 10:15 AM to 11:15 AM

Enterprise service management (ESM) is changing the landscape of corporations worldwide. The concept is pretty straightforward: much as IT services are managed according to the 50-year-old discipline of IT service management (ITSM), you can manage non-IT enterprise services, such as HR, facilities, and security, by using a similar set of principles and frameworks.

Effective management of ESM requires both tactical and strategic metrics. The tactical metrics tell you how well you’re executing, while your strategic metrics indicate whether you’re executing against the right objectives, such as maximizing ROI, optimizing your channel mix, preventing tickets, and maturing your industry best practices. For any ESM organization that’s interested in doing the right thing and doing things right, the strategic metrics of ESM are critical to success.
In this session, Jeff Rumburg will share the industry’s latest benchmarks on ESM, talk about the critical differences between ESM and ITSM, and discuss the top strategic KPIs of ESM that your team should consider.

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ICMI Virtual Classroom

TBD Virtual Classroom

This interactive, consultative workshop – facilitated by industry expert Jeff Rumburg – will provide a comprehensive overview of best practices in performance measurement and management for Contact Centers.

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HDI Virtual Classroom

TBD Virtual Classroom

This interactive, consultative workshop – facilitated by industry expert Jeff Rumburg – will provide a comprehensive overview of best practices in performance measurement and management for IT Service and Support.

You may have missed…

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HDI Support World Live 2022

May 15-20 at MGM Grand in Las Vegas, NV

Pre-7: Succeeding with Metrics

Monday, May 16, 2022 – Tuesday, May 17, 2022

Participants will learn about:

  • Tracking and trending performance over time
  • Benchmarking performance against industry peers
  • Identifying strengths and weaknesses in IT support
  • Diagnosing and understanding the underlying drivers of performance gaps
  • Prescribing actions to improve performance
  • Establishing performance goals for both individuals and the support organization
  • Initiating actions that yield sustainable, measurable performance gains

Session 302: ITIL Hacks That Work!: Fast-Track Your Way to ITIL Maturity

Date: Wednesday, May 18, 2022
Time: 3:45pm Pacific Time

In this case study-focused session, Jeff Rumburg will present and break down three real-world examples of ITIL hacks. Learn how an insurance company reduced their incident volume by more than 50% in just six months by hacking problem management; how one of the largest commercial banks in the world matured knowledge management in less than 90 days; and how a well-known healthcare company reduced their ticket backlog more than 90% by hacking incident management.

Session 602: Tapping the Potential of Self-Service: Success Factors from the Overachievers!

Date: Thursday, May 19, 2022
Time: 4:15 PM Pacific time

In this session, Jeff Rumburg will share specific case studies and benchmarking data to illustrate how to plan, implement, and manage self-service. He’ll also share a planning template with specific milestones, critical path dependencies, and timelines for those who wish to realize the full potential of self-service.

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Service Management World Digital

July 21-21, 2021

Session 302: How an Enterprise Service Desk Can Improve All Aspects of Customer Care

Date: Wednesday, July 21, 2021
Time: 4:00 PM to 4:45 PM Eastern Time

In the last three decades, IT service has improved on customer and client service through incremental, trial-and-error change. It hasn’t always been easy or pretty, but the process has led to a wealth of best practices that can easily be translated to other avenues of customer service. This session discusses the concept of the Enterprise Service Desk, which takes the hard-won lessons of IT service management and translates it to other aspects of customer care. In this presentation, we’ll discuss such concrete questions as which corporate functions are most easily integrated into an enterprise service desk, how long does it take to mature an enterprise service desk, and who should be in charge of it. You don’t need to blaze a new path when there is a well-worn trail created through experience in IT service and support.

Session 403: AI in Service and Support: The Future is Now

Date: Thursday, July 22, 2021
Time: 1:00 PM to 1:45 PM Eastern time

The promises of bot-powered agentless support, automatically corrected issues, and preemptive problem resolution have, until now, gone largely unfulfilled, but that is rapidly changing. Massive computing power, combined with data science, has allowed for mining insights that would otherwise escape even the most experienced IT support professional. There are now numerous examples of large enterprises that have harnessed the power of AI to reduce ticket volumes and resolution times, and to improve the customer experience. Jeff Rumburg will discuss a case study of how one large insurance company leveraged AI to shift left, improve the customer experience, and dramatically reduce operating costs.

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ICMI Expo Digital | April 27-28, 2022

Continuous Improvement in Overdrive – How to Turbocharge Your CSI Initiatives!

Date: TBD
Time: TBD

The advent of Chief Service Officers and Chief Improvement Officers offer telling clues about why some contact centers succeed at institutionalizing continual service improvement while most others fail. For these pioneering companies, CSI is not a mere slogan, project or program, but rather a core discipline that is carefully developed, nurtured, and managed over time.

In this session, Jeff Rumburg, who has been retained as a contact center expert by some of the world’s largest corporations, will present case studies of contact centers that have successfully built a culture and discipline of continual service improvement. Additionally, he will call on audience volunteers to develop a sample CSI timeline and reveal an empirical model for Continual Service Improvement.

Attendees will learn about the core discipline of CSI, the role of chief service and chief improvement officers, common pitfalls of implementing CSI, and the five success factors for effective CSI.

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HDI Support World Live in Orlando, FL | November 6-11, 2021

Session details TBA.

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Customer-Centric Performance Metrics – Service Desk Institute

Measuring And Managing The Customer Experience

May 20, 2021 at 9AM EST
To develop a valid methodology to measure CX, we must first understand what CX really is and why it’s important. Think of the customer experience as a marathon, not a sprint. Each touchpoint with your customer is a mile marker, and they all influence customer perception. Moreover, customer perception is everything! It’s also critical to understand that not every touchpoint involves live agent interaction. We must consider the end-to-end journey a customer takes when engaging IT support, including the level of effort expended and the time it takes to reach the desired outcome.
Much like MetricNet’s ROI methodology, we start by breaking customer experience into its respective parts to get a single overall measure of performance. There are three critical metrics that comprise the customer experience. In this presentation, you’ll learn what these three metrics are, how we arrived at these three metrics, and why these three metrics are so critically important to the customer experience.

Enterprise Service Desk: The Greatest Opportunity in a Generation

March 16, 2021

IT Service Management is now a decades old discipline. Yet most company services, including human resources and facilities management, still operate with ad-hoc processes and no knowledge of best practices. Herein lies an enormous opportunity for IT Service and Support professionals to provide leadership and enhance their careers by imparting the lessons of IT service management to non-IT enterprise services. ITSM is now a relatively mature discipline that can provide a roadmap for non-IT services. These enterprise services, in turn, have an opportunity to bypass decades of trial-and-error evolution by building upon the proven success factors of IT Service Management.

The Industry’s First ROI Workshop

March 17, 2021

Fewer than 10% of all technical support organizations measure their ROI. The result is that many are on the defensive when it comes to budgeting and spending, and often struggle to obtain adequate funding and resources. Support groups that quantify their ROI gain a number of important advantages; chief among them is the ability to obtain funding and other resources based upon the economic benefits of the support they deliver. This 45-minute interactive workshop will call on volunteers to develop a sample ROI and, using a downloadable ROI template, all attendees can calculate their ROI in the session!

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ICMI Contact Center Expo – A Digital Experience

April 20-21, 2021

Most organizations treat customer care as a mere cost center – a necessary cost of doing business. But an increasing number of progressive companies have turned that paradigm upside down, and now manage customer care as a value center. Those who operate under the value-centric model of customer care actually create and sustain measurable economic value for the enterprise!

The simple fact is this: for many organizations customer care represents an untapped opportunity to differentiate its products and services from the competition. When managed as a value center, customer care can drive greater loyalty, repeat business, increase average sale size and lifetime customer value, and grow market share!

In this session, Jeff Rumburg of MetricNet will present case studies and benchmarking data to support the business model of customer care as a value center. Audience members will 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.

HDI Sacramento – Virtual Conference

May 12, 2021

There is no universal definition of employee engagement, yet everyone seems to know what it means.  How can this be? Although the term has not been rigorously defined, there seems to be universal agreement that employee engagement and employee job satisfaction are highly correlated.  But they are not the same thing.  Employee engagement is a complex set of behaviors driven by numerous practices that can be hard to quantify.  These include employee recognition, wellness, personal growth, training, coaching, team huddles, and relationship with peers.

Despite the fact that the underlying drivers of employee engagement are subjective, they can be quantified and managed. Moreover, these underlying drivers can be leveraged to produce an Employee Engagement Scorecard!

In this interactive workshop, MetricNet will call on volunteers to develop a sample Employee Engagement Scorecard. Additionally, using a downloadable scorecard template, all session attendees can create their own Employee Engagement Scorecard in real time, and will know their Employee Engagement Score by the end of the session!

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ICMI Symposium (Classroom)

November 20-21, 2019 San Diego, CA

This interactive, consultative workshop – facilitated by industry expert Jeff Rumburg – will provide a comprehensive overview of best practices in performance measurement and management for Contact Centers.

ICMI Symposium (Classroom)

June 22-25, 2020 Long Beach, CA

This interactive, consultative workshop – facilitated by industry expert Jeff Rumburg – will provide a comprehensive overview of best practices in performance measurement and management for Contact Centers.

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Session 105: What’s Your Value Proposition?: An ROI Workshop

November 12, 2019 10:00AM – 11:00AM

Return on investment (ROI) is one of the most common and important measures of financial performance in the business world. Yet fewer than 10% of all technical support organizations utilize this critical metric. The result is that many IT service and support organizations are on the defensive when it comes to budgeting and spending, and often struggle just to get the funding needed to deliver adequate levels of support.

In recent years a handful of pioneering organizations have adopted a different strategy when it comes to support – a strategy that emphasizes value over cost – and they routinely deliver benefits far in excess of their costs. Support groups that understand and quantify their ROI gain a number of important advantages; chief among them is the ability to obtain funding and other resources based upon the economic benefits of the support they deliver.

This one-hour interactive workshop will call on volunteers to develop a sample ROI and, using a downloadable ROI template, all attendees will know their ROI by the end of the session! Additionally, Jeff will provide a case study roadmap for how one organization developed its IT service and support value proposition with ROI as the centerpiece.

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HDI, Virtual Classroom

Oct 10, 2019 – Oct 11, 2019

This interactive, consultative workshop – facilitated by industry expert Jeff Rumburg – will provide a comprehensive overview of best practices in performance measurement and management for IT Service and Support.

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Session 101: Are Your Performance Targets on Target?

Tuesday, October 29th, 2019 at 1:15 PM

Setting performance targets is crucial for managing and measuring contact center performance, but fewer than 50% of contact centers have assigned performance targets for their KPIs. Using a downloadable template and industry benchmarks for FCR, cost per contact, customer satisfaction and service levels, attendees at this interactive workshop will leave with a unique set of performance targets based on industry benchmarks! Jeff will also share a case study from one of the largest retail banks in the world on how performance targets transformed both the culture and performance of their contact center.

 

Session 301: Ask the Experts: Mastering Your Metrics!

Tuesday, October 29th, 2019 at 3:45 PM

Everyone has questions about metrics, but they don’t always know where to go to get answers. Enter our three metrics masters! If you’ve ever wondered about averages and ranges for some of the industry’s top KPIs or looked for better ways to diagnose performance gaps, this is the session for you. We’ll focus on a range of concepts, including the link between metrics and business outcomes, metrics and continuous improvement, the cause-and-effect relationship between KPIs, metrics, and accountability, and metrics as a diagnostic tool for continuous improvement. Fast-paced and packed with valuable insight, this session will help you better leverage your metrics to drive strategic value for the business.

 

Session 603: From Good to Great in 9 Months: Kinecta Credit Union’s Success Journey [CASE STUDY]

Wednesday, October 30th, 2019 at 3:45 PM

In 2018, the Kinecta Contact Center faced a number of serious challenges. Handle times were above average, costs were above average, the IVR containment rate was below average, and technology was antiquated. A benchmark revealed that their metrics discipline and process maturity were weak, and at the root of many of these challenges. This inspiring case study examines how Kinecta leveraged benchmarking to close performance gaps and achieve world-class performance. It will detail how Kinecta reduced handle time by 40 seconds, increased their IVR containment rate by 12 percentage points, reduced cost per contact by nearly 25%, and increased member satisfaction to the best in the industry!

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SDI19DBX Keynote Address: The Future of Service and Support

Oct 20, 2019 at The Address in Dubai Marina

IT Service and Support organizations worldwide are moving aggressively towards new business models. ITIL 4, AI, andhiring practices that place a premium on business skills are radically altering the landscape of the industry. A bright futureawaits those who are prescient enough to embrace these industry megatrends, while those who are slow to adapt will operate at a significant disadvantage for many years to come.

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

Tuesday, May 14, 2019 at 11:30AM 

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 15, 2019 at 4:00PM 

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.

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Keynote: The Future of Service and Support – A Brave New World!

Tuesday, March 26, 2019 at 1:20PM 

IT Service and Support organizations worldwide are moving aggressively towards new business models. ITIL 4, AI, and hiring practices that place a premium on business skills are radically altering the landscape of the industry. A bright future awaits those who are prescient enough to embrace these industry megatrends, while those who are slow to adapt will operate at a significant disadvantage for many years to come.

In this keynote address, Jeff Rumburg, Managing Partner at MetricNet, will use industry benchmarking data to connect the dots and present a vision of the service organization of the future. Attendees will learn how people, process and technology are converging upon a tipping point that will radically reshape the support industry of the future.

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Pre-7: Succeeding With Metrics! Leveraging KPIs For Continuous Service Improvement

Monday, April 8 at 8:30 AM

This interactive, consultative workshop – facilitated by industry expert Jeff Rumburg – will provide a comprehensive overview of best practices in performance measurement and management for IT Service and Support.

Session 205: Radical Success: Managing Service and Support as a Business

Wednesday, April 10 at 11:30 AM

What would happen if IT support operated more like a business, and could attract funding and other resources based upon their profitability?

Session 501: Metrics Magic: Ask the Experts!

Thursday, April 11 at 11:30 AM

Everyone has questions about metrics, but they don’t always know where to go to get answers. This panel discussion, facilitated by three of the industry’s leading experts on metrics, will be an open forum where attendees can get answers to all of their burning metrics questions.

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