Name: The RFP Dilemma: How the RFP Can Make or Break Your Outsourcing Success
Start: 2026-02-19T19:00:00Z
End: 2026-02-19T19:00:45.000Z
Location: BrightTALK

MetricNet is the global leader in IT Service and Support and 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 service desk and desktop support benchmarks from their website. With a global benchmarking database of nearly 4,000 IT Service and Support benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry.

Mr. Rumburg is the winner of the Ron Muns Lifetime Achievement Award, was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management for 2016, 2017 and 2018, 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 iconic companies as American Express, Intel, Coca Cola, and Emory Healthcare.

Effective vendor management is essential for transforming an outsourcing contract into a high-performing partnership that delivers consistent value over time. Without proactive oversight, even the best agreements can falter due to shifting priorities or performance gaps. 
In this webcast, Jeff Rumburg, Managing Partner of MetricNet, will cover key principles of vendor management, including regular performance reviews, metric-driven accountability, relationship building, and adaptive governance. 
Backed by MetricNet's vast benchmarking database and real-world case studies, Jeff will provide guidance on maintaining alignment, resolving conflicts, and driving mutual improvements. Attendees will gain actionable insights to elevate their vendor relationships, ensuring outsourced services contribute to business objectives and achieve optimal ROI.

Vendor Management: Ensuring a Successful Outsourcing Relationship

The initial 90 days of onboarding a new outsourcing vendor can determine the long-term trajectory of the relationship, with early missteps often leading to delays, disruptions, and eroded trust.
In this webcast, Jeff Rumburg, Managing Partner of MetricNet, will delve into the critical phases of vendor onboarding, from knowledge transfer and process integration to performance monitoring and issue resolution. 
Using case studies and key metrics from MetricNet's global database, Jeff will highlight best practices for setting milestones, fostering communication, and addressing common challenges to ensure a smooth transition. 
Attendees will discover strategies to accelerate ramp-up, minimize downtime, and establish a strong foundation for ongoing success in outsourced IT service and support operations.

Vendor Onboarding: The First 90 Days is Make-or-Break

A strong Managed Service Provider (MSP) contract is the foundation of any effective outsourcing relationship, yet many organizations overlook essential components that ensure accountability and mutual success. 
In this webcast, Jeff Rumburg, Managing Partner of MetricNet, will examine the core elements that make outsourcing contracts resilient and effective, such as well-defined service level agreements (SLAs), performance incentives, governance structures, and exit strategies. 
Leveraging insights from decades of experience, Jeff will share how these elements can mitigate risks, align incentives, and promote continuous improvement. Attendees will learn practical considerations for drafting and negotiating contracts that protect interests while encouraging a win-win vendor relationship.

The MSP Contract: Key Elements of a Successful Outsourcing Contract

Selecting the ideal vendor for outsourced IT service and support can be the difference between operational excellence and ongoing frustrations. With numerous providers in the market, how do you objectively evaluate and choose the one that best fits your needs? 
In this webcast, Jeff Rumburg, Managing Partner of MetricNet, will discuss general approaches to vendor scoring, including the use of balanced criteria like cost efficiency, service levels, innovation capabilities, and cultural alignment. Jeff will also outline MetricNet’s methodology for weighting factors, conducting due diligence, and interpreting vendor proposals. 
Attendees will come away with a foundational understanding of scoring frameworks that promote informed decision-making, ultimately fostering partnerships that drive performance and value for your organization.

Vendor Scoring: How to Partner with the Right Service Provider

Are you considering outsourcing your IT service desk or contact center but unsure if it's the right move for your organization? Making this decision without a structured evaluation can lead to costly mistakes or missed opportunities. 
In this webcast, Jeff Rumburg, Managing Partner of MetricNet, will conduct a live review of an Outsourcing Feasibility Assessment, walking through the key steps and criteria used to determine viability. Leveraging MetricNet's extensive benchmarking database, Jeff will demonstrate how to analyze cost savings potential, service quality impacts, risk factors, and alignment with business goals. 
Whether you're exploring outsourcing for the first time or reassessing current operations, this webcast will enable you to make an informed, data-driven decision that maximizes value and minimizes risks.

To Outsource or Not to Outsource: The Outsourcing Feasibility Assessment

Many Contact Center Center professionals are unfamiliar with the key performance indicators (KPIs) that are important to track and trend and even fewer are aware of what constitutes acceptable performance. In this webcast, Jeff Rumburg will share the results of MetricNet’s 2025 Global Benchmarking Initiative for Contact Centers, discuss the methodology, define the KPIs used for benchmarking, and share performance data from more than 140 companies worldwide.

Benchmarking Roundup 2025 Contact Center

Many Service and Support professionals are unfamiliar with the key performance indicators (KPIs) that are important to track and trend and even fewer are aware of what constitutes acceptable performance. In this session, Jeff Rumburg will share the results of MetricNet’s 2025 Global Benchmarking Initiative for Service and Support, discuss the methodology, define the KPIs used for benchmarking, and share performance data from more than 140 companies worldwide.

Benchmarking Roundup 2025 IT Service and Support

Are recurring incidents draining your team’s time and resources? Without effective problem management, your service desk will continue to fight the same fires over and over. In this webcast, Jeff Rumburg, Managing Partner of MetricNet, will reveal how to implement a robust problem management process that identifies root causes, prevents recurring incidents, and boosts operational efficiency. Attendees will learn how to measure problem management success and integrate it into their IT support strategy.

Mastering Problem Management: How to Reduce Recurring Incidents and Boost Efficiency

What does it take to build a service desk that ranks in the top 10% of performance? In this webcast, Jeff Rumburg will share insights from MetricNet’s database of top-performing service desks. He’ll discuss the key drivers of success, including workforce management, technology investments, and leadership practices. Attendees will learn actionable strategies to elevate their service desk performance and benchmark against the best in the industry.

How to Build a World-Class Service Desk: Lessons from the Top 10%

Are your workforce management practices leading to inefficiencies and high costs? Poor scheduling, overstaffing, or understaffing can cripple your service desk’s performance. In this webcast, Jeff Rumburg will uncover the hidden costs of poor workforce management and provide actionable strategies to fix it. He’ll discuss forecasting, scheduling, and real-time adjustments to optimize your workforce. Attendees will learn how to reduce costs, improve agent productivity, and deliver consistent service levels.

The Hidden Costs of Poor Workforce Management: How to Fix It

Is your self-service portal underutilized or failing to deliver results? Poorly designed self-service can frustrate customers and increase support costs. In this webcast, Jeff Rumburg will explore how to optimize self-service to reduce costs and improve customer satisfaction. He’ll discuss best practices for design, content, and promotion, as well as how to measure self-service effectiveness. Attendees will learn how to create a self-service experience that customers love and that delivers real business value.

How to Optimize Self-Service: Reducing Costs While Improving Customer Satisfaction

Are you struggling to demonstrate the business value of customer satisfaction? Without clear metrics, it’s difficult to justify investments in improving the customer experience. In this webcast, Jeff Rumburg will explore the ROI of customer satisfaction and how to measure its impact on your business. He’ll share strategies to improve satisfaction scores and translate them into tangible business outcomes. Attendees will learn how to quantify the value of customer satisfaction and use it to drive organizational success.

The ROI of Customer Satisfaction: How to Measure and Maximize It

Webcast Title: "Success Factors in Vendor Management for Outsourced ITSM: How to Maximize Value and Minimize Risk"
Abstract:
Are you getting the most out of your outsourced IT service management (ITSM) partnerships? Outsourcing can deliver significant cost savings and operational efficiencies, but poor vendor management can lead to missed SLAs, hidden costs, and strained relationships. In this webcast, Jeff Rumburg, Managing Partner of MetricNet, will reveal the success factors that separate high-performing organizations from the rest when it comes to managing ITSM vendors.

Jeff will explore key metrics for evaluating vendor performance, including cost efficiency, service quality, and customer satisfaction. He’ll also share best practices for contract management, performance monitoring, and fostering collaborative partnerships. Attendees will learn how to:

Set clear expectations and measurable goals for vendors,

Use benchmarking data to hold vendors accountable,

Identify and mitigate risks in outsourcing relationships, and

Ensure your outsourced ITSM delivers maximum value to the business.

Whether you’re new to outsourcing or looking to optimize existing partnerships, this webcast will provide the tools and insights you need to succeed.

Success Factors in Vendor Management for Outsourced ITSM: How to Maximize Value and Minimize Risk

Are your first contact resolution (FCR) rates falling short of industry benchmarks? Low FCR rates can lead to customer frustration, repeat contacts, and higher costs. In this webcast, Jeff Rumburg will reveal the secrets to achieving high FCR rates using a data-driven approach. He’ll discuss agent training, knowledge management, and process improvements that drive FCR success. Attendees will learn how to measure, analyze, and improve FCR rates to deliver faster, more efficient service.

The Secret to High First Contact Resolution Rates: A Data-Driven Approach

Is your cost per ticket higher than industry benchmarks? High costs can erode profitability, but cutting corners on quality is not the answer. In this webcast, Jeff Rumburg will share proven strategies to reduce cost per ticket while maintaining or even improving service quality. He’ll explore workforce optimization, self-service tools, and process improvements that deliver real savings. Attendees will learn how to achieve cost efficiency without compromising customer satisfaction.

How to Reduce Cost Per Ticket Without Sacrificing Quality

Are you overwhelmed by the sheer volume of metrics available to measure contact center performance? Tracking the wrong metrics can lead to misguided decisions and wasted effort. In this webcast, Jeff Rumburg will reveal the top 10 metrics every contact center manager must track in 2025. He’ll explain how to interpret these metrics, set performance targets, and use them to drive continuous improvement. Attendees will leave with a clear understanding of the metrics that matter most and how to use them effectively.

The Top 10 Metrics Every Contact Center Manager Must Track in 2025

Service and support organizations are under constant pressure to do more with less. In this webcast, Jeff Rumburg will present a simple yet compelling methodology for calculating the ROI of IT Service Management, provide case studies from two FORTUNE 100 companies that adopted an ROI methodology to justify their ITSM initiatives, and share benchmarking data that objectively demonstrates the relationship between ROI and ITSM maturity.

Maximizing ROI in Service and Support through Continuous Improvement

Navigating the Request for Proposal (RFP) process is a critical yet often challenging step in outsourcing IT support or contact center operations. A well-crafted RFP can attract top-tier vendors and set the stage for a successful partnership, while common pitfalls can derail the entire initiative, leading to misaligned expectations and suboptimal outcomes. 
In this webcast, Jeff Rumburg, Managing Partner of MetricNet, will explore general best practices in RFP development and evaluation, highlighting key elements such as defining clear requirements, incorporating performance metrics, and balancing cost with quality considerations. 
Attendees will learn how to avoid typical errors, streamline vendor responses, and use the RFP as a tool for long-term success. This webcast provides practical insights for leaders looking to enhance their procurement strategies and achieve better results in outsourcing engagements

The RFP Dilemma: How the RFP Can Make or Break Your Outsourcing Success

Outsourcing

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The RFP Dilemma: How the RFP Can Make or Break Your Outsourcing Success

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MetricNet