Customer Contact Strategies
Describe your company:
We help companies design/expand their work-at-home programs for contact centers via custom consulting, public workshops and conferences.
What is your background in the industry?
20+ years of contact center leadership experience and 10+ years of work-at-home experience.
What do you consider to be your company’s greatest achievement?
Enriching employee lives with work-at-home!
What do you see as the greatest challenge facing the contact center industry?
Shifting from a transactional support environment to advanced customer experience environment. The easy calls have moved to self-service; our employees deal with challenging interactions. Training, support and compensation need to reflect just that. It’s time to catch up!
What would contact center folks be surprised to learn about your company?
We don’t outsource or offshore a thing!
Michele Rowan is President of Customer Contact Strategies, which provides consultancy, workshops and conferences exclusively on remote working for contact centers, support functions and enterprise.