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ICMI has announced its speaker lineup for this year’s annual demo and conference in Las Vegas, NV. MetricNet is pleased to announce that Jeff Rumburg, Managing Partner of MetricNet, has been selected as a speaker. Jeff has been invited to present in two major tracks at the conference, including “Achieve Metrics Nirvana” and “Maximize Productivity.” There were hundreds of speaker proposal submissions for ICMI’s Contact Center Demo 2017, making the selection process very difficult and highly competitive. For those interested in attending, ICMI’s Contact Center Demo 2017 is happening September 25-27 at the Mandalay Bay North Convention Center in Las Vegas.

Mr. Rumburg will be presenting “Benchmark Your Way to World-Class Performance: An Industry Case Study” and “Leveraging Call Center KPIs to Achieve World-Class Business Results!” In the Achieve Metrics Nirvana track, he will discuss the enormous power of contact center KPIs and explain why an effective metrics discipline is critical to Continuous Service Improvement.  And in the Maximize Productivity Track, Mr. Rumburg will present benchmarking data and a case study that objectively demonstrates the relationship between benchmarking and World-Class contact center performance.

“Despite all the data that support managers have at their fingertips, most cannot answer a very basic question: How is my contact center performing?” said Jeff Rumburg “For the Achieve Metrics Nirvana track, I will provide empirical data demonstrating that the true potential of KPIs can only be unlocked when they are used holistically — not just to track and trend performance, but also to diagnose strengths and weaknesses in the call center, and then act to eliminate or mitigate the negative performance gaps.”

Those interested in hearing Mr. Rumburg speak on using benchmarking to achieve world-class performance should attend his session on Tuesday, September 26, 2017, at 11:30 a.m., and those interested in hearing Mr. Rumburg speak on leveraging call center KPIs should attend his session on Tuesday, September 26, 2017, at 4:15 p.m. 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 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 contact center, please visit or email MetricNet at

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 more than 3,700 contact center benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry.

Source: MetricNet, LLC

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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