Why your capacity problem probably isn't a hiring problem | Matthew Hanrahan, Kin Insurance
Numbers tell you how often something happens. They can't tell you how a customer feels on the other side of the desk.
Matthew Hanrahan, Senior Director, Shared Services at Kin Insurance, brought a banking operations background into CX, where measurement discipline and control frameworks are enforced rather than left optional.
Matthew walks Rob through the efficiency ladder that sorts customer-facing work from invisible work, why right beats fast, and the staffing mistake that taught him to hire for what is hardest to teach and train the rest.
Topics discussed:
Bringing banking measurement…
The skinny
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