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Call Center Week and IQPC have named MetricNet an official Media Partner for the 15th annual conference and expo in Las Vegas, Nevada, June 9 – 13, 2014. In addition to traditional media partner benefits, several MetricNet resources will be made available to conference attendees. These include “Achieving Customer Enthusiasm: A Simple Model for KPI Excellence”, “Introduction to Call Center Metrics” eBook and “Chat Metrics: An Overview”.

“This is an exciting time for MetricNet,” said Jeff Rumburg, Managing Partner of MetricNet. “Since launching the industry’s first call center benchmarking consortium in 1992, MetricNet and its predecessor companies have been leaders in call center benchmarking and best practices discovery. I’m confident that the 2014 partnership with Call Center Week and IQPC is the beginning of a long-term relationship that will lead to a larger MetricNet presence at future events.”

Those interested in the aforementioned MetricNet resources should register to attend on the Call Center Week conference website. Call Center Week is known for best practices and discovery, new technologies and networking. Call Center Executives, Managers and all other Customer Service Professionals are encouraged to attend.

Mr. Rumburg is this year’s winner of the prestigious Ron Muns Lifetime Achievement Award for his contributions to the IT service and support industry. He currently serves on HDI’s Strategic Advisory Board and has been retained as a call center expert by some of the world’s largest corporations, including American Express, Hewlett-Packard, General Motors, and IBM.

About MetricNet

MetricNet is the global leader in call center and service desk 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 call center, service desk and desktop support benchmarks from their website. With a global benchmarking database of more than 3,000 call center benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry.

Jeffrey Rumburg

Jeff Rumburg is a co-founder and Managing Partner of MetricNet, where he is responsible for global strategy, product development, and financial operations for the company. 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, IBM, and Sony. Mr. Rumburg was honored in 2014 by receiving the Ron Muns Lifetime Achievement Award for his contributions to the IT Service and Support industry. Prior to co-founding MetricNet, Mr. Rumburg was president and founder of The Verity Group, an international management consulting firm specializing in IT benchmarking. While at Verity, Mr. Rumburg launched a number of syndicated benchmarking services that provided low cost benchmarks to more than 1,000 corporations worldwide. Mr. Rumburg has also held a number of executive positions at META Group, and Gartner. As a vice president at Gartner, Mr. Rumburg led a project team that reengineered Gartner’s global benchmarking product suite. And as vice president at META Group, Mr. Rumburg’s career was focused on business and product development for IT benchmarking. Mr. Rumburg’s education includes an M.B.A. from the Harvard Business School, an M.S. magna cum laude in Operations Research from Stanford University, and a B.S. magna cum laude in Mechanical Engineering. He is author of A Hands-On Guide to Competitive Benchmarking: The Path to Continuous Quality and Productivity Improvement, and has taught graduate-level engineering and business courses.

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