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ICMI's Contact Center Expo: A Digital Experience provides inspirational sessions that matter to you, with high-quality keynotes, 1-on-1 time with exhibitors, and multiple ways to connect with the contact center community. Click on session titles for full session descriptions. All times noted are in EST.

Session 303: Visibility, Transparency, Accountability: Leveraging Metrics for Transformational Change!

Jeff Rumburg  (Managing Partner, MetricNet, LLC)

Location: Session page in app

Date: Wednesday, May 17

Time: 4:30 pm - 5:15 pm

Track: Maximize Productivity and Operations, Boost Your Culture

Session Type: Session

Vault Recording: TBD

Many contact centers struggle with change. They fail to grow and adapt as the industry itself undergoes transformational change. But a growing body of evidence now demonstrates that metrics can be leveraged to drive transparency and accountability, and in the process facilitate the transformational change that is so desperately needed by many contact centers.

Most contact centers still operate very reactively. They lurch from one chaotic day to another, focusing primarily on service levels, while investing little time and energy into becoming more proactive and strategic. But metrics have the power to change all of that. The proper KPIs can create incentives and drive behaviors that are conducive to breaking the grip of reactivity. By driving transparency and accountability to the individual agent level, and by establishing individual performance targets, metrics have proven time and again to be the linchpin of transformational culture change!

In this session, Jeff Rumburg of MetricNet will present case studies and benchmarking data for a select group of KPIs that are critical to driving culture change in the contact center. Audience members will learn how these KPIs are defined and applied, and what outcomes can be expected when implemented. The goal of transformational culture change is surprisingly attainable simply by leveraging the right KPIs!


Learn how KPIs critical to driving culture change in the contact center are defined and applied

Receive benchmarking data for these KPIs

Understand what outcomes can be expected when these KPIs are implemented