Remote and hybrid work are not new to contact centers, but getting really good at it on scale and for the long haul, is quite new.  How are organizations retaining best talent once hired, and how are they bringing people into culture folds quickly, while building excitement about these employment opportunities?  How do leaders emit the energy and ethos of the organization while clearly laying out expectations and holding people accountable?  How are contact center organizations adding more flexibility to the mix?   Join this session for details from Michele Rowan, President of WFH Alliance.  She's the leading subject matter expert on remote and hybrid work for contact centers and support functions.

 

Air Date: Wed., March 27, 2024 - 10:00 AM/PT

Host: Bruce Belfiore | CEO & Senior Research Analyst | BenchmarkPortal

Guest Speaker: Michele Rowan | Work From Home Alliance

Season: 15 | Episode Number: 3

 

Guest: Michele Rowan

Michele Rowan, President of Work From Home Alliance, has spent the last 13 years exclusively helping companies design and continuously improve their remote working programs. Through gap analysis of workflows, business process, guidelines/policies and organization structures, she helps companies achieve best in class work from home and hybrid operating status. She facilitates conferences and workshops on remote/hybrid, bringing together leaders to share their insights and experiences. Prior to establishing her own consulting business in 2011, Michele spent 12 years with Hilton Hotels as Global VP of Reservations and Performance Management.