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Michele Rowan

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. 

Three Things Seasoned Work-From-Home Leaders Always Get Right

I have the privilege of knowing dozens of seasoned U.S. work-from-home (WFH) leaders in financial services, health care, retail, travel, professional services and utilities...

The Top 5 Mistakes Companies Make with Remote Work

Remote work in contact centers has evolved from an alternate staffing strategy to a core employee benefit. In fact, 80% of contact centers today...
The Year Ahead for Remote Working in the Contact Center Industry

The Year Ahead for Remote Working

During the course of the past decade, work at home for contact centers has evolved from an alternative staffing strategy to what is now...
Failure Points for work at home call center agent programs

Top 3 Failure Points for Work-at-Home Programs

Over the past few years, we’ve worked with 800-plus organizations in design, implementation and continuous improvement of work-at-home programs for contact centers. Now...
Home Working

Five Critical Success Factors for Home Working

Technology and employee demographic shifts are changing the way work gets done in America. Some of the most compelling evidence can be found within...
Contact Center Pipeline Blog