The Work from Home Alliance is the place where contact center and enterprise leaders come together to exchange, plan and continuously improve the experience of working from home for front line employees, support staff and managers.

5 Things to Improve your Workplace Culture

Michele Rowan January 24, 2024 at 5:41 PM

1.  Gauge employee engagement regularly. Once a month, ask 2-3 questions in the form of a pulse survey.  Change the questions out, based on your business priorities and what's going on with your employees.  Include things like quality of supervisor interactions, tools to do the job, customer feedback, professional development.

Where Will Contact Centers Land with Hybrid Work?

Michele Rowan September 13, 2022 at 7:02 PM

The pandemic period has proven something really important for contact centers, and that is that Work From Home on scale is a huge win. Separate from the impact that the health emergency itself had on overall service levels and customer experience, all in all the outcome of WFH for contact centers has been extremely positive. So much so that many organizations are now taking a very large stake in permanent work from home as a workplace strategy (see Contact Center Pipeline/WFHAlliance 2022 Benchmarking Survey Results).

Readying for Long Term Work from home and hybrid

Michele Rowan June 21, 2022 at 5:44 PM

Understanding what others are doing with hybrid work and work from home is more important now than ever before. For many, large populations of contact center employees and support staff will now be in office only a few days a month, or (for many organizations) will remain fully home-based. It was one thing to piece together the operating game plan during the health emergency, but now we need to think about long term strategy, and the road to getting there.