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Jeff Rumburg, Co-Founder and Managing Partner of MetricNet, presented Session 406, Contact Center Cause-And-Effect: Leveraging the Full Potential Of Your KPIs, at the Annual ICMI Conference and Demo in Las Vegas, NV. Attendees were captivated as Mr. Rumburg demonstrated definitive cause-and-effect relationships between the most commonly tracked Key Performance Indicators (KPIs) in the industry.

“The key to using KPIs diagnostically is to understand their cause-and-effect relationships.” said Jeff Rumburg. “MetricNet, because of its ongoing relationship with 1000s of contact centers worldwide, is intimately familiar with the key correlations and diagnostic capabilities of metrics. This understanding is crucial for Contact Center managers who wish to build a metrics-based competitive advantage in their contact center.”

Those interested in this presentation can find a copy of the slide deck on MetricNet’s website. In the presentation, MetricNet shares two metrics that are rarely tracked, but yield profound insights into call center performance. Additionally, they reveal two surefire ways to cut costs without sacrificing quality and discuss how these insights can revolutionize the way you manage your call center.

“Despite their importance, most managers are unaware of the critical role – beyond mere measurement – that metrics can and should play in the contact center.” said Rumburg.  “In an industry where KPIs are all interconnected and interrelated, an understanding of how various KPIs affect each other is enormously powerful.”

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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