Category Archives: News and Press

INCLINE VILLAGE, Nev., April 14, 2020 (Newswire.com) – Leveraging more than 30 years of expertise and benchmarking data, MetricNet, LLC has developed a comprehensive suite of scorecards, tools, templates, and calculators for Contact Centers and Technical Support organizations that aspire to achieve world-class performance. Today, MetricNet is excited to announce that its new suite of tools is now available for immediate download.  These tools leverage data from MetricNet’s 2019-2020… Read More

INCLINE VILLAGE, Nev., April 14, 2020 (Newswire.com) – MetricNet has published the results of their global 2019-2020 Contact Center, Service Desk, and Desktop Support Benchmarks. The updated benchmarks are now available for immediate download via MetricNet’s website. These benchmarks contain more than 40 key performance indicators, and cover cost, quality, productivity, service levels, handle time, chat, channel mix, and agent metrics.   Included in this release… Read More

INCLINE VILLAGE, Nev., January 27, 2020 (Newswire.com) – For the fourth consecutive year, Jeff Rumburg, Managing Partner of MetricNet, LLC, was named one of HDI’s Top 25 Thought Leaders for 2020. Mr. Rumburg is among an elite group of individuals chosen for this award that has deep knowledge of the industry’s greatest challenges and triumphs. Each thought… Read More

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

INCLINE VILLAGE, Nev., 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

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

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