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 four consecutive 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!
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.
ICMI Expo Dallas, Texas | September 7-10, 2021
Leveraging Contact Center Metrics to Drive Transformational Culture Change!
Date: Wednesday, September 8th
Time: 1:45 pm – 2:45 pm Eastern time
Many contact centers struggle with change. They fail to grow and adapt as the industry itself undergoes transformational change. But a growing body of evidence now demonstrates that metrics can be leveraged to drive transparency and accountability, and in the process facilitate the transformational change that is so desperately needed by many contact centers.
Most contact centers still operate very reactively. They lurch 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. The proper KPIs can create incentives and drive behaviors that are conducive to breaking the grip of reactivity. 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!
In this session, Jeff Rumburg of MetricNet will present case studies and benchmarking data for a select group of KPIs that are critical to driving culture change in the contact center. Audience members will learn how these KPIs are defined and applied, and what outcomes can be expected when implemented. The goal of transformational culture change is surprisingly attainable simply by leveraging the right KPIs!
Customer Care ROI – Your Contact Center as a Competitive Weapon!
Date: Thursday, September 9th
Time: 1:15 pm – 2:15 pm Eastern time
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.
You may have missed…
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!
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!
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.
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.
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.
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!
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.
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.
