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MetricNet, LLC, the global leader in IT Support and Contact Center Benchmarking, has just announced its enhanced webcast schedule for 2021. The webcast topics for this year cover a broad range of best practices and represent MetricNet’s latest research and insights into the industry’s Key Success Factors.

“Many of our clients have come to rely upon these webcasts as an effective tool for training, coaching, and improving the skill sets of their service and support professionals,” said Jeff Rumburg, Managing Partner of MetricNet. “Our 2021 lineup includes replays of popular sessions presented at the annual HDI Support World, Service Desk Institute, and Service Management World conferences, as well as new topics related to Artificial Intelligence, Enterprise Service Management (ESM), and effective Staffing Practices.”

MetricNet’s 2021 webcast lineup includes topics such as: ‘The Current State of AI in Service and Support’, ‘Rightsizing IT Service and Support – Staffing Ratios’, ‘Are Your Contact Center Performance Targets on Target?’, and ‘Enterprise Service Management (ESM) is Here to Stay’.

“Our webcasts continue to be a huge draw for service and support professionals. Nearly 50,000 have registered for and viewed our webcasts on BrightTALK, and they are ranked among the best in the industry,” said Rumburg.

For more information about MetricNet, please visit or email MetricNet at info(at)metricnet(dot)com.

About MetricNet

MetricNet is the global leader in IT Service and Support and Contact Center Benchmarking and Performance Improvement Consulting. More than half of the Global 2000 rely on MetricNet benchmarks and best practices advisory to improve and optimize their performance. MetricNet is the first, and still the only company to offer downloadable industry benchmarks from their website. With a global benchmarking database of nearly 4,000 Service and Support benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry.

Angela Irizarry

Angela Irizarry is the President and Chief Operating Officer at MetricNet, where she is responsible for managing day-to-day operations, strategic planning, and new client acquisition. She also oversees the company's sales and marketing efforts and manages its intellectual property and online resources. Angela has been with the company for 10 years and has over 20 years of experience in business development and strategy. She has been featured in Fortune magazine and has received recognition for her work in competitive and trends analysis from executives at a variety of Fortune 100 companies. Angela is a dynamic and accomplished professional who consistently delivers exceptional results for MetricNet and its clients. She has a wealth of industry experience and a track record of success in driving business results, particularly in the financial services, insurance, and healthcare sectors. Angela is highly skilled in communication, problem-solving, and project management, and is committed to delivering the highest level of service to MetricNet's clients.

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