Remote Contact Center Agents: The Kinecta Success Story

Presented by

Jeff Rumburg, Managing Partner at MetricNet

About this talk

Everyone has questions about how to measure and manage the performance of work at home contact center agents, but they don’t always know where to go to get answers. Enter Jeff Rumburg, our metrics master, and Tonya Haynes, the Director of Kinecta Federal Credit Union's Member Contact Center and one of the industry’s most passionate Contact Center leaders! In this webcast, we’ll focus on the Kinecta success story. Attendees will learn how transitioning to a work at home model improved schedule adherence, reduced absenteeism, and led to near perfect service levels despite a dramatic increase in contact volume! Additionally, Tonya will share her experience managing a blended team of veteran agents, new hires, and branch staff that have never once stepped foot in the contact center. Fast-paced and packed with valuable insight, this webcast will help you better measure and manage your remote contact center agents more effectively and offer compelling proof of concept for the viability of work at home agents.

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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.