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Benchmarking: Identifying the Right Metrics and KPI’s


Date Aired: 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
Senior Writer/Analyst, HDI

Roy Atkinson is HDI's senior writer/analyst, acting as in-house subject matter expert and chief writer for SupportWorld articles and white papers. In addition to being a member of the HDI International Certification Standards Committee and the HDI Desktop Support Advisory Board, Roy is a popular speaker at HDI conferences and is well known to HDI local chapter audiences. His background is in both service desk and desktop support as well as small-business consulting. Roy's blogs regularly appear on HDIConnect, and he is highly rated on social media, especially on the topics of IT service management and customer service. Roy is a cohost of the very popular #custserv (customer service) chat on Twitter, which celebrated its fifth anniversary on December 9, 2014. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business, and he is a certified HDI Support Center Manager. Follow him on Twitter @RoyAtkinson.


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Topics: Best Practices, Agent, Analytics And Benchmarking