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The University of Wisconsin E-Business Consortium has announced its speaker lineup for this year’s annual Business Best Practices & Emerging Technologies Conference in Madison, Wisconsin. MetricNet is pleased to announce that Jeff Rumburg, Managing Partner of MetricNet, has been invited to present in the Customer Service track. For those interested in attending, UWEBC’s Annual Conference takes place on September 14, 2017, at the Monona Terrace in Madison, Wisconsin.

Mr. Rumburg will be presenting “From Cost Center to Value Center – Maximizing the ROI of Customer Care!”.  Audience members will learn what it takes to make the transformation from cost center to value center, how to measure the ROI of customer care, and how to create a sustainable competitive advantage based on customer care.

“Most organizations treat customer care as a mere cost center – a necessary cost of doing business. But an increasing number of progressive companies have turned that paradigm upside down, and now manage customer care as a value center.” said Jeff Rumburg “When managed as a value center, customer care can drive customer loyalty, positive word-of-mouth referrals, repeat business, and growing market share.”

When managed as a value center, customer care can drive customer loyalty, positive word-of-mouth referrals, repeat business, and growing market share.


Those interested in hearing Mr. Rumburg speak on maximizing the ROI of customer care should attend his session on Tuesday, September 13, 2017.  All those involved in the delivery and support of customer service, information technology, marketing and supply chain 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 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 service desk, desktop support function or contact center, please visit or e-mail MetricNet at

About MetricNet

MetricNet is the global leader in IT Service and Support 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 service desk, desktop support and contact center benchmarks from their website. With a global benchmarking database of more than 3,700 service desk, desktop support and 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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