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The International Customer Management Institute (ICMI), the authority on contact centers, has announced its speaker lineup for ICMI Contact Center Expo 2018 in Orlando, Florida. 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 “Executive Perspectives” and “Maximize Productivity.” There were hundreds of speaker proposal submissions for ICMI’s Contact Center Expo 2018, making the selection process very difficult and highly competitive.

For those interested in attending, ICMI Contact Center Expo 2018 will take place May 21-24, 2018, at the Walt Disney World® Resort near Orlando, Florida. To learn more about the event and to register, please visit:

Mr. Rumburg will be presenting “Maximizing the ROI of Customer Care” and “2018 Contact Center Benchmarking Results – See How You Stack Up!” In the Executive Perspectives track, he will define ROI as it applies to different types of contact centers, including service, sales and collections. And in the Maximize Productivity Track, Mr. Rumburg will summarize the results of MetricNet’s 2018 Global Contact Center Benchmarking Initiative, as well as provide performance data from more than 280 contact centers worldwide.

Many contact centers are on the defensive when it comes to budgeting and spending, and often struggle just to get the funding needed to deliver adequate levels of service.


“Many contact centers are on the defensive when it comes to budgeting and spending, and often struggle just to get the funding needed to deliver adequate levels of service,” said Jeff Rumburg. “For the Executive Perspectives track, I will lay out a simple methodology for computing ROI for the contact center, and share ROI data that has been computed from more than 200 contact centers worldwide.”

Those interested in hearing Mr. Rumburg speak on Contact Center ROI should attend his session on Tuesday, May 22, 2018, at 4:30 p.m., and those interested in the results of MetricNet’s 2018 Global Contact Center Benchmarking Initiative should attend his session on Wednesday, May 23, 2018, at 2:45 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 Ron Muns Lifetime Achievement Award, was named to HDI’s Top 25 Thought Leaders list for 2016 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 and support functions, please visit 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 a part of UBM plc. UBM is the largest pure-play B2B Events organizer in the world. Our 3,750+ people, based in more than 20 countries, serve more than 50 different sectors. Our deep knowledge and passion for these sectors allow us to create valuable experiences which enable our customers to succeed. Please visit for the latest news and information about UBM.

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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