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Building on more than 30 years of expertise and benchmarking data, MetricNet, LLC has launched two new on-demand benchmarks – one for Service Desks and one for Contact Centers. These Excel-based tools are customized for organizations looking to achieve and sustain World-Class performance in their service and support operations.

These benchmarks offer a number of unique features including:

  • Industry Benchmarking Data: Conduct an in-depth comparative analysis, benchmarking your performance against a comprehensive peer group of US service desks/contact centers. The benchmarks include six KPIs consolidated into a Balanced Score, providing a holistic view of your performance versus the peer group.
  • User-Centric and Intuitive Design: Experience effortless data input, immediate insights, and an optimized user experience via Microsoft’s desktop Excel app. Populate the benchmark with your performance data for each KPI and update your benchmark as often as desired.
  • Streamlined Data Entry: Enter your raw data for headcount and compensation, and the tool automatically handles the cost calculations. Quality inputs include two critical quality metrics: Customer Satisfaction and First Contact Resolution Rate.
  • Enhanced Data Interpretation with Visual Alerts and Icons: Stay informed with visual cues highlighting any inconsistent data entries and ensure data reliability with alerts for unusually high or low numbers.
  • Expert Insights: Benefit from MetricNet’s customized recommendations, built on over three decades of industry experience, to enhance and optimize your service and support performance.

“MetricNet’s new on-demand benchmarks were created as a result of hundreds of client requests and overall industry demand.” said Jeff Rumburg, Managing Partner of MetricNet. “They represent MetricNet’s commitment to transparency and visibility, and to empowering service desk and contact center professionals with actionable insights that drive continuous improvement and operational excellence.”

A complete video demo is available for each of the on-demand benchmarks. Those interested in learning more about the Service Desk benchmark can do so here. Those interested in learning more about the Contact Center benchmark can do so here.

Mr. Rumburg is the winner of the Ron Muns Lifetime Achievement Award, was named to HDI’s Top 25 Thought Leaders on six occasions 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 service and support functions, please visit or e-mail 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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