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good afternoon everyone this is jeff rumberg im a managing partner with metric net and i will be your presenter for todays webcast on quality metrics with a focus on customer satisfaction i want to welcome all of you and thank you for participating in our webcast today and i want to thank brighttalk for inviting metricnet to speak on this topic just by way of quick introduction metricnets core business is benchmarking we perform benchmarks for a variety of industries and functional areas my role in the company is to manage the service desk desktop support and contact center benchmarks for metric net now if youre interested you can download todays presentation and associated attachments just click the button there that says attachments and we would ask you to rate our webcast and leave any feedback that you would like when you exit the webcast today now for those who are planning to attend hdis support world virtual event in august i would invite you to attend one or both of my se