With decades of experience, Tamara Schroer, vice president of Education and Development at Working Solutions,…

Hurricane season 2019 is at its mid-point, with several months still left to go. And,…

For the vast majority of companies, of all sizes and across many industries, call centers…

Does your business have an IT disaster recovery plan? If not, you’re leaving a crucial…

From inbound phone calls to web-based chatting, from email marketing to social media interaction, and…

More than most industries, businesses operating in travel and tourism experience fluctuations in customer demand…

The relationship between customers and the businesses they interact with is constantly evolving. And in…

In an article posted on Contact Center World, April Wiita, vice president of Program Success…

For me, the headline sums it up: “On-demand Is In Demand.” The July cover story…

The holiday shopping season may still be a few months away, but the time to…

There are many good reasons why outsourced contact center solutions have become such an integral…

Businesses today are focusing more on offering a great customer experience (CX) than ever before.…

There are many factors that go into delivering a great customer experience (CX), a goal…

Amazon Prime Day 2019 is almost here. Is your business ready? If you’re in retail,…

The quality of customer care is important for any company—and not just for its reputation,…

Achieving customer satisfaction is critical for any company that aspires to long-term success. Satisfied customers…

After 23 year in contact center outsourcing, Kim Houlne, founder and chief executive of Working…

The shift to digital communications over the past few decades has changed the way businesses…

Thanks to accelerating industry competition, higher expectations from stakeholders, and a growing demand from customers…

Once just an afterthought for many businesses, delivering a great customer experience (CX) has become…

Every year, a larger percentage of retail business is conducted via the online marketplace. Well…

Few companies set out to deliberately offer a bad customer service experience. At the same…

Fueled by ever-evolving technologies, and fraught with the potential to be undercut or bypassed by…

The April 15 tax-return deadline has come and gone—at least for more than 100 million…

Automated self-service travel reservations have upped the ante for customer expectations when they turn to…

Is your first thought that travel agents are outdated–and anything but modern? In fact, the…

The acceleration of technology in recent years has led to equally rapid shifts in consumer…

The customer-service demands of the global travel industry require contact center agents to be well-versed…

Call center security is an operational necessity for today’s businesses, and not something to be…

The term contact center analytics gets thrown around quite a bit these days. But make…

In any industry, running a successful business has become a fragmented, complex undertaking. Not only…

Spring is here again, and with it comes the promise of warmer weather, fresh breezes,…

Spring cleaning isn’t just for the home, or for your desktop and shared office spaces…

Don’t you just love the follow-on stories born from headline-making news. Such is the case…

Spring is almost here, and summer’s following fast on its heels. For some businesses, that…

In today’s fast-paced, multichannel marketplace, there’s no longer any doubt that businesses of all shapes…

After leading Working Solutions for 23 years, founder and chief executive Kim Houlne has definite…

Delivering a superior customer experience (CX) in an era when customers are savvier than ever,…

The secret is out: As the demands of offering a superior customer experience become more…

As a caring culture, Working Solutions empathizes with our clients and their customers, going above…

A business continuity plan is an essential part of any company’s strategy. And while most…

For businesses of all types, most customer interactions come via mobile devices. Here are 6…

For the fifth consecutive year, Working Solutions has landed near the very top of the…

Is your customer care team ready for the year ahead? From expanding your tech footprint…

In 2019, Working Solutions begins its 23rd year serving clients and their customers across many…

There are more than a few good reasons why so many businesses today are choosing…

Happy holidays from Working Solutions. During this season and all year ‘round, we appreciate that…

Just as expanding technology has changed the basic nature of American commerce in recent decades,…

Retailers, how well did you get your arms around this number? About 164 million consumers—about…

At this time of the year, I hold dear the people and things for which…

Which would you rather do business with or work for? A compassionate company that understands…

The marketplace is awash with stories about businesses needing holiday help. Hundreds of thousands of…

How to improve customer experience in an era of rapidly evolving tech and instant gratification?…

Given the good economy, consumers should be buying plenty this holiday season. Question is: Can…

Ashok Narayanan, an industrial engineering leader in healthcare and travel, joins the senior management of…

Far from being obsolete, the in-store customer experience has become a key part of omnichannel…

In recent years, the gig or sharing economy—read that on-demand workforce—has become a heady subject…

    Contact center agents need to be as sharp as the savvy consumers they…

  The on-demand, contact center prowess of Working Solutions to overcome disruptive situations—“from bad weather…

In 1996, visionary entrepreneur Kim Houlne perceived a need for high-quality, North America-based call center…

  American On-demand Contact Center Solutions Working Solutions began business as an American company. Today,…

  Profit All Year Long with Predictive Selling Every year, a lot is written advising…

  Time for a Seasonal-sales-and-service Gut Check Two words rev up retailers: Holiday sales. With…

  Do you have $6,440 to spend—and then lose—on an agent? Here’s a pricy industry…

  In an evolving world of bytes and bricks, companies are recalibrating retail. They seek…

  Company Celebrates with Well-Attended Open House After 17 years in Plano, Texas, Working Solutions…

  Proven Business Model Suits Today’s Gig Economy Bill Hethcock of the Dallas Business Journal…

  Forward-thinker and Long-distance Runner Ask Gavin Woody, former vice president of operations at A…

  The Modern Contact Center: In with the New This, of course, is not exactly…

  Are You Measuring the Right Things to Perform Well?   Got a good handle…

  Considering Outsourcing? Review your Call Center Performance. After much thought, you’ve realized your in-house…

You’ve probably watched a Farmers® Insurance commercial, with the familiar tagline: “We know a thing…

  FlexJobs Top 100 Work-from-Home List For businesses big and small, remote work is just…

  Business Continuity and Minimizing Impact from Disasters In the rock classic, “Call Me the…

  Named to FlexJobs Top 100 Remote Companies For the third straight year, Working Solutions…

  Work shifts into overdrive at year-end and the New Year. I bounce from laptop…

  So far, the winter of 2017-18 is so bad that news outlets are coining…

Sing along to our holiday contact center carol to the tune of God Rest Ye…

  Christmas Pickle Signifies Giving More As a kid, I traveled the world, the son…

  Here’s to Great Experiences in the New Year Before 2017 ends, we’d like to…

  Working, Living and Loving in 2018 Baseball great Satchel Paige often said: “Don’t look…

  Trends that get business traction Is the business year ending the way you thought…

  Politics aside, the decision to use offshore vs. onshore call center services is a…

  Refreshed Brand With more than 20 years of success, Working Solutions introduces its refreshed…

Managing Call Volume Fluctuations   Our client, Gavin at A Place for Mom discusses the…

  Early Adopter of the “Gig Economy” Model Much is written about the “gig economy,”…

It’s all about Recruiting, Developing and Culture Any call center manager will tell you good…

Customize Solutions –From Sports Franchiser to Retailer Business partnerships specifically in call center outsourcing make…

Cloud-based call centers have a host of benefits to both the organization deploying them and…

You’ve probably heard the expression: “We have met the enemy and he is us.”

How satisfied are your customers? Do you know how to truly measure customer satisfaction beyond…

Technology, by itself, isn’t enough. You also need high-touch care to personalize service.

Retail hopscotching makes serving customers trickier than ever.

To deliver great customer service, you must first be fluid in thought and action.

Work-from-home opportunities are in great demand, especially among the recently unemployed, underemployed, and those juggling…

As 2013 comes to a close, we wanted to share the 13 top blog posts…

Inclement weather is a great equalizer – no one is immune and there is no…

In the world of healthcare, agents are required to strike a delicate balance between serving…

The Telephone Consumer Protection Act (TCPA) became law in 1991 to protect consumers from receiving…

Positive customer experience requires leadership teams to understand every point a customer engages with an…

A lot of time is spent in contact centers gathering and reporting metrics. What really…

The benefits of outsourcing all or part of a contact center go beyond the cost…

There are long-standing and compelling reasons to consider outsourcing contact centers, including cost savings and…

Customers have the ability to reach out to your contact center at any time, any…

In part one, we discussed how the New World of Work has changed the very…

There is a move worldwide to send jobs to independent contractors. Whether its virtual technicians,…

It’s critical to ensure that you have agents handling transactions at the time they come…

As business continues to rapidly evolve in today’s constantly changing global markets, we’ve seen a…

Flowers are blooming, the sun is shining, and plants are greening up. Spring is here…

Due to the number of metrics needed to effectively measure contact center performance, there is…

One of the benefits, and there are many, to operating a virtual call center is…

Contact centers are driven by resources, in particular people and technology. Headcount is one of…

The New World of Work is creating the virtualization of industries at a rapid rate.…

When I first launched Working Solutions in 1996, virtual call centers were a largely unknown…

In the past, the primary motivator for outsourcing contact center operations was saving money. However,…

Last week I wrote about some of the possible negative effects that a virtualized workforce…

In 1995, psychologist Daniel Goleman, Ph.D., rocketed to stardom with the publication of his book,…

Once upon a time, customer service came in one language in the United States: English.…

Content is the focal point of any marketing campaign. Whether it’s a flyer, a billboard…

In his 2012 State of the Union address to Congress, President Obama said, “Ask yourselves…