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Category Archives: News and Press

News & Press, News and Press

MetricNet Appoints Angela Irizarry President and Chief Operating Officer

Posted on January 8, 2020 at 3:00 am by / 0
INCLINE VILLAGE, Nev., January 8, 2020 (Newswire.com) – MetricNet, LLC, a global leader in IT Service and Support and Contact Center benchmarking and performance improvement consulting, announced today that Angela Irizarry has been appointed President and Chief Operating Officer (COO) for the company, effective immediately. As President and COO, Angela will report directly to the Managing Partner… Read More
News & Press, News and Press

MetricNet to Present the Industry’s First Employee Engagement Workshop at SupportWorld Live

Posted on November 18, 2019 at 3:00 am by / 0
Incline Village, NV, November 18, 2019 (Newswire.com) – MetricNet is pleased to announce that Jeff Rumburg, Managing Partner of MetricNet, has been invited to present the industry’s first Employee Engagement workshop at the 2020 SupportWorld Live conference. Formerly the HDI Conference & Expo, SupportWorld Live unites the world’s most innovative professionals around a singular focus: delivering smarter service… Read More
News & Press, News and Press

MetricNet Facilitates the Industry’s First ROI Workshop at Service Management World

Posted on November 15, 2019 at 1:17 pm by / 0
INCLINE VILLAGE, Nev., November 13, 2019 (Newswire.com) – Jeff Rumburg, Co-Founder and Managing Partner of MetricNet, presented Session 105, “What’s Your Value Proposition? The Industry’s First ROI Workshop!” at the Annual Service Management World conference in Orlando, Florida. Powered by HDI, the leading organization dedicated to elevating service and support across the enterprise, Service Management World 2019 took place November 9-13 at the Omni Resort at ChampionsGate in… Read More
News & Press, News and Press

MetricNet Delivers Metrics Workshop and Case Study at ICMI Contact Center Connections

Posted on November 1, 2019 at 12:17 pm by / 0
INCLINE VILLAGE, Nev., October 31, 2019 (Newswire.com) –​ Earlier this week, Jeff Rumburg, Co-Founder and Managing Partner of MetricNet, presented three sessions at the Annual ICMI Contact Center Connections Conference in Chicago, IL. Mr. Rumburg held the industry’s first workshop on setting performance targets for the contact center and delivered an inspiring case study that… Read More
News & Press, News and Press

MetricNet Delivers Keynote Address on the Future of Service and Support at Service Desk Institute’s 2019 Dubai Conference

Posted on October 21, 2019 at 3:00 am by / 0
Incline Village, NV, October 21, 2019 (Newswire.com) – Jeff Rumburg, Co-Founder and Managing Partner of MetricNet, presented the Sunday morning keynote, ‘The Future of Service and Support – A Brave New World!’, at the 2nd Annual Service Excellence Conference for IT Service Leaders in Dubai. In the presentation, Mr. Rumburg used benchmarking data from the industry’s foremost support… Read More
Desktop Support, News & Press, News and Press, Service Desk

6 SMWorld Speakers Discuss ‘What’s Next’ For IT Service and Support

Posted on October 7, 2019 at 7:00 am by / 0
The annual Service Management World conference is just a few weeks away and the theme of this year’s event is “We’re Here for What’s Next”. When I initially read that, I found myself wondering… What really is ‘next’? Will artificial intelligence play a role? Will it be some futuristic tech that we can’t even begin… Read More
News & Press, News and Press

Jeff Rumburg of MetricNet to Facilitate ICMI’s Succeeding With Metrics Workshop

Posted on June 28, 2019 at 3:00 am by / 0
Jeff Rumburg, Managing Partner of MetricNet, LLC, was chosen to facilitate Succeeding with Metrics, an interactive, consultative ICMI Training Workshop. Mr. Rumburg will share his knowledge and expertise in Contact Center metrics at various locations across the United States this year. The goal of the new workshop is to empower contact center professionals to leverage metrics in… Read More
News & Press, News and Press

MetricNet to Present the Industry’s First ROI Workshop at Service Management World

Posted on June 13, 2019 at 3:45 pm by / 0
MetricNet is pleased to announce that Jeff Rumburg, Managing Partner of MetricNet, has been invited to present the industry’s first ROI workshop at the annual Service Management World conference in Orlando, Florida. Powered by HDI, the leading organization dedicated to elevating service and support across the enterprise, Service Management World 2019 will take place November 9-13 at the… Read More
News & Press, News and Press

MetricNet’s Jeff Rumburg to Speak at the 2019 ICMI Contact Center Connections Conference

Posted on May 29, 2019 at 11:46 am by / 0
INCLINE VILLAGE, Nev., May 29, 2019 (Newswire.com) – MetricNet, the global leader in contact center benchmarking, is pleased to announce that, for the third consecutive year, Jeff Rumburg, Managing Partner of MetricNet, has been selected as a speaker at ICMI Contact Center Connections 2019, formerly known as ICMI Contact Center Demo, in Chicago, Illinois. The International Customer Management Institute (ICMI),… Read More
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News & Press, News and Press

5 Ways to Embrace Transformation in IT Service and Support

Posted on May 24, 2019 at 1:42 pm by / 0
A few weeks ago, thousands of IT Service and Support professionals landed in Orlando, FL for the annual HDI Conference. Transformation was a key theme this year. HDI unveiled a brand new logo and tagline, Vanilla Ice shared his journey from Ice Ice Baby to The Vanilla Ice Project, and the breakout sessions were heavy… Read More
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Optimizing headcount is a common challenge in most support groups. In fact, MetricNet has found that the vast majority of service and support organizations are either under-staffed or over-staffed, and each comes with its own set of problems.
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The ROI of Benchmarking

The ROI of Benchmarking Return on Investment (ROI) is one of the most common and important measures of financial performance in the business world. It is the ultimate measure of success for any business. Most companies, business units, and departments track ROI on an ongoing basis, and use this metric not only to make intelligent business decisions, but to justify their very existence.

Like any good business decision, benchmarking should be undertaken with the expectation that it will produce a positive ROI. Thankfully, it is relatively easy to make the business case for benchmarking, and as a veteran of more than 4,000 IT service and support benchmarks, I have plenty of data to back that claim up. The ROI of benchmarking includes both hard benefits, such as cost savings and improved user productivity, as well as soft benefits such as improved customer satisfaction.. Learn MorePlace article copy here. Be sure to make the articles short and concise as people tend not to read much more than a couple of paragraphs.

The ROI of Benchmarking

The ROI of Benchmarking Return on Investment (ROI) is one of the most common and important measures of financial performance in the business world. It is the ultimate measure of success for any business. Most companies, business units, and departments track ROI on an ongoing basis, and use this metric not only to make intelligent business decisions, but to justify their very existence.

Like any good business decision, benchmarking should be undertaken with the expectation that it will produce a positive ROI. Thankfully, it is relatively easy to make the business case for benchmarking, and as a veteran of more than 4,000 IT service and support benchmarks, I have plenty of data to back that claim up. The ROI of benchmarking includes both hard benefits, such as cost savings and improved user productivity, as well as soft benefits such as improved customer satisfaction.