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 three 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 in 2019. Plan to attend one or more of the events below!
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 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!
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.
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.
