Blog

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:

Nathan Hickman: Building a Scalable Work at Home Model

Michele Rowan September 4, 2014 at 2:53 PM

Meet Nathan Hickman, Director Workforce Management and Technology Planning, BECU Credit Union

Driven by a keen curiousity surrounding physical vs. virtual distance in the workplace, Nathan conducted his graduate thesis at Gonzaga University on remote workers and was published in the 2011 Journal of Business and Leadership.

UK Passes New Law on Flexible Working

Michele Rowan August 27, 2014 at 4:34 PM

2014 UK LEGAL "RIGHT TO ASK" FOR FLEXIBLE WORKING ARRANGEMENTS

Until now, only employees in caregiving positions could request flexible working arrangements from their UK employers.  But that all changed last month, when the Government got involved.

The change to the law gives all UK employees the right to request flexible working arrangements, as long as they have a minimum of 26 weeks of service.  

So what is the UK Government trying to accomplish?  Culture change in tandem with economic benefits.   Here's what the UK Department for Business is forecasting: