At Your Service: The Future of the Contact Center

Recorded On: 11/30/2022

The challenges of building and supporting a high-quality yet cost-effective call center have never been greater. To help organizations better understand the current industry contact center environment and emerging trends and best practices, this session will share high-level results from the 2022 NQR/Nicsa Contact Center research study. Building on those findings, industry peers will engage in a discussion about weathering current challenges and strategies for future success.

Learning Objectives:

  • Understand the current call center landscape and unique challenges that lie ahead.
  • Highlight key areas where contact center management is focusing their time and resources to navigate new realities.
  • Identify emerging best practices in varied work environments including balancing initiatives like employee engagement and development with customer experience.
  • Explore key activities and opportunities for future success related to both digital engagement and operational technology.

This program is provided in partnership with: 



Nicsa is pleased to offer this webinar learning activity to attendees who are seeking CPE credits. 1 CPE unit may be available for attendees of this webinar. The webinar requires no advanced preparation, no pre-requisite study and is appropriate for all who have a basic understanding of the investment management industry.

Nicsa is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its website:

CPEs Earned: 1 

CPE Field of Study: Specialized Knowledge 

Program Level: Basic 

Delivery Method: Group-Internet Based

Advanced Preparation: None 

CANCELLATIONS AND REFUNDS: Due to this program being offered free of charge, there will be no refunds issued. Questions or Cancellations: Please contact Jed Larsen at

Polly LeBarron (Moderator)

Vice President Services & Strategy

National Quality Review, a Delta Data Company

Polly LeBarron joined National Quality Review (NQR) in 1995 and holds senior leadership and relationship management roles for NQR & Delta Data's comprehensive product and services suite. She also serves as a principal consultant for NQR Institute and has been a key contributor in developing NQR’s services designed to assist with intermediary and service provider oversight. 


Prior to joining NQR, Polly was a writer and editor for Wilson Business Abstracts, a publication of the H.W. Wilson Company, and an analyst at AIC Investment Advisors. Polly is a Six Sigma Black Belt and holds the Quality Improvement Associate and Quality Auditor certifications from the American Society for Quality (ASQ).  She serves on the ASQ Board of Directors and is Chair of ASQ’s Technical Communities Council.


Vernét Hatcher

Vice President / Site Director Client Services

Capital Group

Vernét Hatcher is a Vice President at Capital Group, American Funds Service Organization. As a Certified Public Accountant, Verne’t joined American Funds in 2000 in Norfolk, VA. During her tenure she has worked in several roles focused on risk management, compliance and Intermediary oversight. In 2019, Vernét joined Capital International Management Company Sarl to focus on Distribution Oversight for the Luxembourg Funds. 

Most recently, Vernét moved back to the US to assume the role of the Hampton Roads (HRO) Site Director with responsibility for offices in Norfolk, VA. She is responsible for the welfare and safety of over 500 associates locally. She also supports the Shareholder Services’ teams in HRO in developing and executing on service strategy and fostering a work  environment that empowers associates and creates a positive experience. 

Vernét is a graduate from Old Dominion University in Norfolk, Virginia with a degree in Accounting and holds a certified public accounting license. She is a member of Delta Sigma Theta Sorority, Inc. Verne’t has one daughter, Alivia.

Steve Krueger

Senior Vice President, Director of Transfer Agent

U.S. Bank Global Fund Services

Steve Krueger serves as our head of the Transfer Agent and has been with U.S. Bank for more than 26 years. Steve was previously our manager of the Transfer Agent’s Technology and System Support team and had been our Information Security Officer, providing consultative services to our organization’s clients by sharing the U.S. Bank and specifically the U.S. Bank Global Fund Services cybersecurity and information security posture. Steve provided these services to both client boards and chief compliance officers. Steve began his career at U.S. Bank in 1991 within our Technology and Operations Services group, implementing and supporting the bank’s network infrastructure. Prior to Steve’s career with the bank he was an operations officer at an independent bank in one of our local communities.

Janet Bienkowski

Vice President, Sr. Director Client Services

MFS Investment Management

Janet Bienkowski is a Vice President and Sr. Director of Client Services at the MFS Service Center. She leads the teams that are responsible for shareholder and intermediary servicing and oversight for the US and non-US retail Transfer Agent relationships. Janet has over 25 years of experience in the financial services industry dedicated to shareholder servicing and Transfer Agency Operations. Prior to joining MFS in 2014, Janet was with John Hancock Signature Services where she was the Head of Transfer Agent Operations. Janet is a current member of the Nicsa Board of Directors and Executive Committee. She is also a co-chair for the Nicsa Content Committee. Janet earned her Bachelor of Science degree from Simmons College.


Recorded 11/30/2022
Recorded 11/30/2022
11 Questions
11 Questions Post webinar survey