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Jeff Rumburg, Co-Founder and Managing Partner of MetricNet, presented Session 705, ‘The Profit Center Motive – Managing the Contact Center as a Business!’, at the Annual ICMI Expo in Ft. Lauderdale, FL. In the presentation, Mr. Rumburg illustrated with case studies, a series of business metrics that can be used to quantify and communicate the profitability of a contact center. Additionally, he explained the paradigm shift that is necessary for any contact center that aspires to realize the benefits of operating as a true business.

“Many of the contact centers we benchmark struggle to gain visibility and credibility within the enterprise. This forces most to operate at a subsistence level, as mere cost centers, and makes it nearly impossible for the contact center to deliver effective solutions because they lack the resources to achieve high performance.” said Jeff Rumburg. “By adopting a profit center mindset, and operating like a true business, contact centers can attract funding, headcount, technology, and other resources based on their internal profitability.”

Those interested in this presentation can find a copy of the slide deck on MetricNet’s website. Mr. Rumburg also presented Session 106, ‘It’s an Omnichannel World – The Brave New World of Omnichannel Agents!’, on Tuesday, May 14, 2019.

Mr. Rumburg is the winner of the Ron Muns Lifetime Achievement Award, is a featured ICMI contributor, was named to HDI’s Top 25 Thought Leaders list for three consecutive years, 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 iconic companies as American Express, USAA, Coca Cola, and Emory Healthcare.

If you would like more information about benchmarking your customer service and support functions, please visit https://www.metricnet.com 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 nearly 4,000 Contact Center benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry.

About ICMI

The International Customer Management Institute (ICMI) is the leading global provider of comprehensive resources for customer management professionals — from frontline agents to executives — who wish to improve customer experiences and increase efficiencies at every level of the contact center. Since 1985, ICMI has helped more than 50,000 organizations in 167 countries through training, events, consulting, and informational resources. ICMI’s experienced and dedicated team of industry insiders, trainers, and consultants are committed to helping you raise the strategic value of your contact center, optimize your operations and improve your customer service. ICMI is organized by UBM, which in June 2018 combined with Informa PLC to become a leading B2B information services group and the largest B2B Events organizer in the world.

To learn more and for the latest news and information, visit www.ubm.com and www.informa.com.

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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