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 discipline into customer experience operations

• Why contacts per hour measures inbound work only

• The efficiency ladder for customer-facing versus invisible work

• Treating handle time as a diagnostic, not a target

• Triaging queues to stop compounding failures during volume spikes

• Fixing the system instead of hiring into it

• Building a leadership rotational program over external hires

• Communicating with product and finance in ROI terms

  
  

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