Blog

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.

How to Hire the Best Reps for Work at Home

Michele Rowan May 22, 2017 at 3:28 PM

A 2017 survey of 60 US contact center organizations indicated that 70% are expanding their work at home programs - many moving to new markets.  It is a fact that when we effectively market home-based positions, we see an increase in applicant flow of 200-400%. Here's the challenge: with growing work at home programs, smart hiring workflows and process automation become a requirement, versus a passing interest.

 

We have worked with hundreds of organizations who have become very successful at work at home, but all too often the applicant funnel becomes so large, it's unmanageable. As a result, the wrong reps get hired. Here are two examples of proven workflows and processes that help companies hire the best reps for work at home.