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MetricNet is pleased to announce that Jeff Rumburg, Managing Partner of MetricNet, has been selected as a speaker for the ICMI Contact Center Expo 2021, in Dallas, TX. Mr. Rumburg has been invited to present MetricNet’s latest research on the ROI of Customer Care, as well as how Contact Center Metrics can be leveraged to drive transformational change. There were hundreds of speaker proposal submissions for ICMI Contact Center Expo, making the selection process very difficult and highly competitive.

For those interested in attending, ICMI Contact Center Expo 2021 will take place September 7-10, 2021 at the Sheraton Dallas Hotel. To learn more about the event and to register, please visit: ICMI.com/CCExpo.

Mr. Rumburg will be presenting Leveraging Contact Center Metrics to Drive Transformational Culture Change and Customer Care ROI – Your Contact Center as a Competitive Weapon. In the Contact Center Metrics session, he will present case studies and benchmarking data for a select group of KPIs that are critical to driving transformational change in the contact center. In the Customer Care ROI session, he will present case studies and benchmarking data to support the business model of customer care as an internal profit center.

“For many organizations customer care represents an untapped opportunity to differentiate its products and services from the competition.” said Jeff Rumburg. “When managed as a profit center, customer care can drive greater loyalty, repeat business, increase average sale size and lifetime customer value, and grow market share!”

Those interested in hearing Mr. Rumburg speak on Contact Center Metrics should attend his session on Wednesday, September 8, 2021 at 1:45pm and those interested in hearing him speak on the ROI of Customer Care should attend his session on Thursday, September 9, 2021 at 1:15pm. All those involved in the delivery and support of contact center services, and the fundamental concepts behind contact center management, are encouraged to attend. This includes Senior Level VPs and Directors, New and Experienced Managers, Team Leaders and Supervisors, Customer Support Professionals and Industry Analysts.

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 four 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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