MetricNet Delivers Presentation on Managing the Contact Center as a Business at ICMI's Contact Center Demo 2018

Jeff Rumburg, Co-Founder and Managing Partner of MetricNet, presented Session 204, "A New World Order – Managing Your Contact Center as a Business!," at the Annual ICMI Demo in Las Vegas, NV. In the presentation, Mr. Rumburg presented case studies and benchmarking data that illustrate a proven approach for managing the contact center as a business. Additionally, he provided a simple methodology for measuring, quantifying, and communicating the ROI of customer care.

“When a business is not performing well, investments in the business dry up because there is no reasonable expectation of earning a profit. By contrast, businesses that are profitable receive adequate funding because they can attract investment capital seeking a positive return,” said Jeff Rumburg. “For many organizations, the contact center represents an untapped opportunity to create and demonstrate economic value. When managed as a business, the true potential of customer service can be unlocked by generating and demonstrating a positive return on investment. Contact Center ROI is created in numerous ways including greater market share, positive word-of-mouth referrals, increased customer lifetime value, and higher product counts per customer - all as a direct result of the contact center!”

Those interested in this presentation can find a copy of the slide deck on MetricNet’s website. Mr. Rumburg will also present Session 501, "Turbocharge Your Metrics with Benchmarking!," on Wednesday, November 14, 2018.

Mr. 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.

If you would like more information about benchmarking your customer service and support functions, please visit http://www.metricnet.com or e-mail MetricNet at info@metricnet.com.

About MetricNet

MetricNet is the global leader in Contact Center benchmarking. More than half of the FORTUNE 500 rely on MetricNet benchmarks to improve and optimize their performance. MetricNet is the first, and still the only company to offer downloadable contact center benchmarks from their website. With a global benchmarking database of nearly 4,000 Contact Center benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry.

About ICMI

The International Customer Management Institute (ICMI) is the leading global provider of comprehensive resources for customer management professionals -- from frontline agents to executives -- who wish to improve customer experiences and increase efficiencies at every level of the contact center. Since 1985, ICMI has helped more than 50,000 organizations in 167 countries through training, events, consulting, and informational resources. ICMI's experienced and dedicated team of industry insiders, trainers, and consultants are committed to helping you raise the strategic value of your contact center, optimize your operations and improve your customer service. ICMI is a part of UBM plc. UBM is the largest pure-play B2B Events organizer in the world. Our 3,750+ people, based in more than 20 countries, serve more than 50 different sectors. Our deep knowledge and passion for these sectors allow us to create valuable experiences which enable our customers to succeed. Please visit www.ubm.com for the latest news and information about UBM.

Source: MetricNet, LLC