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Home » ICMI 2018
MetricNet is honored and excited to be presenting at the annual ICMI Expo in Orlando, FL! This year, Jeff Rumburg, Managing Partner at MetricNet, will present:
Tuesday, May 22nd, 2018 at 4:30 PM
DOWNLOAD the Presentation Slides
Contact centers that understand and quantify their ROI gain several important advantages; chief among them is the ability to obtain funding and other resources based upon the economic benefits provided by the contact center. This session will define ROI as it applies to different types of contact centers, including service, sales, and collections. Additionally, it will lay out a simple methodology for computing ROI for the contact center, and share ROI data that has been computed from more than 200 contact centers worldwide.
Wednesday, May 23rd, 2018 at 2:45 PM
This presentation will demonstrate through case studies how benchmarking enables contact centers of all types to optimize their performance. The results of MetricNet’s 2018 Global Contact Center Benchmarking Initiative will be summarized, the Benchmarking Methodology will be discussed, the KPI’s used for Contact center benchmarking will be defined, and performance data from more than 280 contact centers worldwide will be provided. Attendees of this session will learn:
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This introductory guide to Insourced Contact Center Metrics includes definitions, information on the importance of each metric & key correlations. Download the full eBook today!
This introductory guide to Outsourced Contact Center Metrics includes definitions, information on the importance of each metric & key correlations. Download the full eBook today!
This introductory guide to Sales Contact Center Metrics includes definitions, information on the importance of each metric & key correlations. Download the full eBook today!
