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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.

Angela Irizarry

Angela Irizarry joined MetricNet in early 2013. In her current role as Vice President and Chief Operating Officer, she assists MetricNet’s CEO in managing the Company’s day-to-day operating activities, short-term and long-range strategic planning and new client acquisition. Additionally, she is responsible for planning, organizing, and implementing the Company’s sales and marketing efforts as well as managing MetricNet’s intellectual property, online best practices library, web projects and e-commerce shop. Angela is a versatile and results-oriented professional with nearly 15 years of business development and marketing experience across a multitude of industries globally. Prior to joining MetricNet she held various leadership positions in the Property Management and Retail industries where she was known for her strong track record of sales growth, marketing foresight and creative problem solving.

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