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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.

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:

Drivers and Returns in Remote Work

Michele Rowan December 12, 2013 at 3:46 PM

Remote working is exploding as a result of mobile technologies. An estimated 33 million Americans work remotely for all or part of their workweek, and the forecast doubles by 2016.

Enterprise road warriors are getting more work done now than ever before, with less down time. Flexibility and convenience is driving speed to market at a newfound pace.

For mid and back office support functions, remote working is liberating people to choose their ideal workplace - while controlling or reducing the high price of real estate.

And for contact centers, remote working opens up massive pools of US-based talent, flexible, variable staffing, sky-high employee satisfaction and retention, and improved attendance and productivity.

A recent survey conducted by Customer Contact Strategies by 200+ organizations revealed the following results:

  • 74% of participants reported improved attendance
  • 64% reported improved employee retention
  • 58% reported productivity improvementscost20improvements

But how do we ensure that remote workers are as engaged, and as productive as their in-house counterparts?  Three critical success factors: