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Benchmarking: Identifying the Right Metrics and KPI’s


Air Date: September 18, 2019
Time: 2 pm ET
Presenters:

Jeff Rumburg , Evan Dobkin

Moderators: Roy Atkinson
Sponsor:
talkdesk logo

Watch the webinar video below.


Join us on Wednesday, September 18 to hear current statistics and best practices for measuring contact center progress!

Identifying, tracking, and reporting on the right metrics and KPI’s is critical for the management of the contact center. Everything from the strategic positioning of the contact center to staffing, scheduling and operational needs depends on getting the metrics right. Benchmarking helps organizations understand where they can improve and where they are excelling compared to the competition.

In this webinar, benchmarking expert Jeff Rumburg will discuss current statistics and best practices for measuring contact center progress towards your goals.

Join us for an interactive and informative hour, filled with practical tips, and complete with live audience Q&A. 

Reserve Your Spot!


Presenters
Jeff Rumburg
Jeff Rumburg
Managing Partner, MetricNet, LLC

Featured ContributorJeff Rumberg is the winner of the Ron Muns Lifetime Achievement Award, is a featured 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.

MetricNet, LLC

Evan Dobkin
Evan Dobkin
Senior Product Marketing Manager, Talkdesk

Evan Dobkin is a Senior Manager for Product Marketing at Talkdesk with nearly a decade in the contact center space focused on all facets of the company/customer conversation.



Moderators
Roy Atkinson
Roy Atkinson
CEO and Principal Advisor, Clifton Butterfield, LLC

Roy Atkinson serves as CEO and Principal Advisor for Clifton Butterfield, LLC, a business advisory practice, and is one of the top influencers in the service and support industry. In addition to many other lists in 2020, he was named one of “The Top 50 Customer Service Experts of the Decade (2010-2020)” by Nextiva, one of the “Top 150 Global Customer Experience Thought Leaders and Influencers of 2020” by SurveySensum, and one of the “Top Ten CX Contact Center Influencers You Need to Follow” by Shelf.

His blogs, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. He delights in bringing his years of experience to the community. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business. Follow him on Twitter @RoyAtkinson.


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Topics: Best Practices, Agent, Analytics And Benchmarking