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There are so many exciting things happening at MetricNet! In addition to our extensive resource library, we have formed some strategic alliances with the industry’s top experts including BOMGAR and IQPC. Take advantage of the following and stay tuned for more!

IQPC Media Partnership | Social Media for Customer Care Summit: If you’re struggling with how to use social media to deliver exceptional customer care then join with experts to learn how to develop strategies, turn risks into opportunities, and network with speakers from Nokia, INTEL, Wells Fargo, and more. Visit the website or download the agenda to see what’s in store!

New eBook series | Performance measurement and management is a critical discipline that must be mastered for any IT Service function, IT Support function or Contact Center that aspires to world-class performance. Download our intro to metrics eBook series FREE!

Self Service Completion Rate | Last year the average cost of resolving an incident at level 1 in North America was about $22. If some of these incidents can be deflected to self-service, that reduces the headcount requirements and hence the cost of the service desk. Continue reading.

BOMGAR Customer Benefits | Through a special deal worked out with BOMGAR, we are offering an industry benchmark to BOMGAR Customers that’s too good to pass up! Learn more.

Unlimited access to our downloadable resources such as the eBook series and metric of the month articles are available with a free MetricNet membership. Not registered yet? It only takes a moment! Click here to get started.

Thank YOU for being a valued member of MetricNet. We appreciate your continued support and welcome your feedback.

Jeffrey Rumburg

Jeff Rumburg is a co-founder and Managing Partner of MetricNet, where he is responsible for global strategy, product development, and financial operations for the company. 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, IBM, and Sony. Mr. Rumburg was honored in 2014 by receiving the Ron Muns Lifetime Achievement Award for his contributions to the IT Service and Support industry. Prior to co-founding MetricNet, Mr. Rumburg was president and founder of The Verity Group, an international management consulting firm specializing in IT benchmarking. While at Verity, Mr. Rumburg launched a number of syndicated benchmarking services that provided low cost benchmarks to more than 1,000 corporations worldwide. Mr. Rumburg has also held a number of executive positions at META Group, and Gartner. As a vice president at Gartner, Mr. Rumburg led a project team that reengineered Gartner’s global benchmarking product suite. And as vice president at META Group, Mr. Rumburg’s career was focused on business and product development for IT benchmarking. Mr. Rumburg’s education includes an M.B.A. from the Harvard Business School, an M.S. magna cum laude in Operations Research from Stanford University, and a B.S. magna cum laude in Mechanical Engineering. He is author of A Hands-On Guide to Competitive Benchmarking: The Path to Continuous Quality and Productivity Improvement, and has taught graduate-level engineering and business courses.

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