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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 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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