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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 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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