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.

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.

21st Century Contact Centers - the Future of Work

Michele Rowan October 26, 2016 at 9:51 AM

People in many parts of the world are changing how and where they want to work, and it is nowhere more evident than in the United States. Flexible working is the #1 new benefit being offered by employers, according to a recent survey conducted by the Society for Human Resource Management.

Top Three Failure Points of Work at Home Programs

Michele Rowan February 26, 2015 at 6:34 PM

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Over the past five years, we've worked with 800+ organizations in design, implementation and continuous improvement of work at home programs for contact centers.  

Now that home working for contact centers is moving into the mainstream, there are some patterns emerging in terms of failure points.  The top three are folllowing, along with proven methods of turning things around, or better, avoiding the failure points all together:

Top Five Remote Working Priorities

Michele Rowan December 16, 2014 at 5:32 PM

Survey results from 100+ Fortune 1000 companies with home-based employees are in.  Not surprisingly, the top challenge for companies is preparing leaders for effective management of telecommuters.  The second largest challenge has been reported in

Laguna Beach Remote Working Master Class

Michele Rowan October 6, 2014 at 7:20 PM

Two Days of Thought Leadership:  November 12-13, Laguna Beach, CA

Nathan Hickman, Director Workforce Management, and Michele Rowan, President Customer Contact Strategies, lead this two-day meeting on all things remote working.  Topics are attendee-driven, and will incude the following: