Jeff Rumburg is the winner of the Ron Muns Lifetime Achievement Award, was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management for 2016 and 2017, 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, Intel, Coca Cola, and Emory Healthcare.
Jeff will be speaking at a number of events in 2019. Plan to attend one or more of the events below!
Are Your Performance Targets on Target? Use Industry Benchmarks to Find Out!
Date & Time TBD
This one-hour interactive workshop will call on volunteers to develop a sample set of contact center performance targets. Using a downloadable template and industry benchmarks for First Contact Resolution Rate, Cost per Contact, Customer Satisfaction and Service Levels, all attendees will leave the session with a unique set of performance targets based on industry benchmarks! Additionally, Jeff will 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.
Ask the Experts: Metrics Magic
Date & Time TBD
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.
From Good to Great in 9 Months – The Kinecta Credit Union Success Journey!
Date & Time TBD
This case study examines how Kinecta leveraged benchmarking to close performance gaps and achieve world-class performance. It will illustrate, in 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!
You may have missed…
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.
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.
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.
