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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