Blog

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.

Engage Remote Employees by Leveraging Your Social Capital

Michele Rowan March 8, 2021 at 12:30 PM

Businesses are social organizations, full stop. In-person gatherings, whether they be one-to-one or formal/informal meetings with a few or many attendees, hold tremendous value. Most people have a burning desire (on varying levels) to look others in the eyes and express themselves both verbally and through body language.   Imparting energy, expressing joy or disappointment, entertaining and having fun, are all components of the business of social interactions.

Upgrade Your Work From Home Program

Michele Rowan September 22, 2020 at 4:26 PM

With 90%+ of contact center populations now working from home, the time has arrived to accurately assess what's working, what's not working so well, and where the opportunities sit for upgrades and tweaks to optimize WFH programs for the long haul. Michele Rowan, President of Customer Contact Strategies, conducts benchmarking surveys with Senior Leaders on their work from home programs several times per annum.

The Maturing Work at Home Model - New Trends

Michele Rowan May 14, 2019 at 2:59 PM

The work at home model is mature in the contact center world, with a solid 10 years of significant utilization under our belts. It is considered low lying fruit for ROI, in that businesses have the same clear visibility of output regardless of where people sit (in house or at home) and it appeals to so many people. This is not the case with many other enterprise roles, but for highly transactional jobs like many contact center experiences, working from home is - for the most part - a big, easy win.