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Jeff Rumburg, Co-Founder and Managing Partner of MetricNet, presented Session 102, ‘Benchmark Your Way To World-Class Performance’, at the Annual ICMI Conference and Demo in Las Vegas, NV. Attendees were intrigued as Mr. Rumburg shared the story of one contact center that used benchmarking to slash costs and dramatically improve customer satisfaction.

“Contact centers that are focused exclusively on their internal operations tend to make progress incrementally, at an evolutionary pace,” said Jeff Rumburg. “But benchmarking forces an organization to look externally – at the industry’s Best Practices. By studying other contact centers, and selectively adopting practices from the best-of-the-best, contact centers that employ benchmarking are able to improve their performance at a revolutionary pace.”

Those interested in this presentation can find a copy of the slide deck on MetricNet’s website. In the presentation, MetricNet shares proven techniques to build buy-in and support for Contact Center initiatives. Additionally, they reveal the success factors for benchmarking, and provide guidelines for any contact center interested in harnessing the power of this tool.

“Every Contact Center aspires to perform at a high level. Unfortunately, many contact center professionals are unaware of what constitutes acceptable, let alone world-class performance,” said Rumburg. “The research we presented not only enhances the community of contact center professionals but continues to change the way contact centers are viewed and managed.”

Mr. Rumburg is the winner of the 2014 Ron Muns Lifetime Achievement Award and has served on HDI’s Strategic Advisory Board. He is co-founder and Managing Partner of MetricNet, LLC, where he is responsible for global strategy, product development, and client engagement delivery. As a leading expert in benchmarking and re-engineering, Mr. Rumburg authored a best-selling book on benchmarking, and has been retained as a benchmarking expert by such well-known companies as American Express, Hewlett- Packard, General Motors, and IBM.

If you would like more information about benchmarking your contact center, please visit or e-mail MetricNet at info(at)metricnet(dot)com.

About MetricNet

MetricNet is the global leader in contact center benchmarking. More than half of the FORTUNE 500 rely on MetricNet benchmarks to improve and optimize their performance. MetricNet is the first, and still the only company to offer downloadable contact center benchmarks from their website. With a global benchmarking database of more than 3,700 contact center benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry.

Angela Irizarry

Angela Irizarry joined MetricNet in early 2013. In her current role as Vice President and Chief Operating Officer, she assists MetricNet’s CEO in managing the Company’s day-to-day operating activities, short-term and long-range strategic planning and new client acquisition. Additionally, she is responsible for planning, organizing, and implementing the Company’s sales and marketing efforts as well as managing MetricNet’s intellectual property, online best practices library, web projects and e-commerce shop. Angela is a versatile and results-oriented professional with nearly 15 years of business development and marketing experience across a multitude of industries globally. Prior to joining MetricNet she held various leadership positions in the Property Management and Retail industries where she was known for her strong track record of sales growth, marketing foresight and creative problem solving.

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