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 the 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.
Our guest speaker this week on Call Talk is Michele Rowan, President of WFH Alliance.  She talks about the top three priorities companies have with WFH and hybrid work in contact centers and where the big shifts have been.

Michele is also hosting the 2024 Remote Working Summit in Dallas on April 9-10. 

Getting Really Good at WFH and Hybrid Work

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


Full Show:

Rowan hi rez

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.

faculty-bruce-belfiore-4sm-1CallTalk Host: Bruce Belfiore | BenchmarkPortal
Bruce Belfiore is a frequent speaker at industry events in the United States and abroad. Bruce is Chancellor of the College of Call Center Excellence, which provides certificated courses to call center professionals, and has taught the course “Call Center Management” at Purdue University. He is the author of the book Benchmarking At Its Best for Contact Centers and has written numerous research papers and best practices studies focused on contact center topics. He is a consultant to call centers in a wide variety of industries seeking to improve their results, and is noted for helping to calculate the financial impact of proposed changes. Bruce holds Bachelors, JD and MBA degrees from Harvard University.

CallTalk copyCallTalk is a monthly internet radio program for the customer service industry featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore. Broadcast monthly, directly over the Internet to your desktop, CallTalk covers hot topics that impact today's call center. CallTalk airs without the participation of vendors so that topics will be free from their influence and guided by the needs of its listeners. If you have a topic you would like us to cover, send it to

Topics: CallTalk Radio Show, Workforce Management, Best Practices, Customer Feedback, Work Environment, Remote Work