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Woman-owned Business Pioneered an Industry
07/28/2017On-demand Work Benefits 10,000s of Women As it goes with some of the best…
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Kim Houlne Honored by the Dallas Business Journal
06/22/2017Contact Center Chief Named as Influential Businesswoman Working Solutions chief executive and founder Kim…
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Is Your Customer Service Kick-Ass?
06/12/2017Agents Step in Where Self-service Leaves Off Normally, I don’t associate the term “kick-ass” with…
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Five Trends for Travel and Hospitality in 2017
05/18/2017Consumers are Willing to Pay for Better Customer Experience For travelers, the more responsive the…
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What’s Really the Best Way to Manage Retail Seasonality?
05/02/2017White Paper: What’s really the best way to manage retail seasonality? For retailers, the holiday…
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Manage Retail Seasonality with a Flexible Workforce
04/20/2017Capture More Sales, Elevate Service during the Holidays with Scalable Staffing As more consumers shop…
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How prepared are you for the holiday season?
04/13/2017Strategies to Capitalize on In-Store Sales While Courting More Digital Dollars The 2017 retail holiday…
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How far can Self-Service go?
03/27/2017Balance between Self-Service and Customer Service Agents In the call center and contact center industry,…
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Improving Private Equity ROI
03/22/2017Aggressively Improve ROI with These 5 Tips With public stock market levels hitting all-time highs,…
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The 32nd Flavor: Sweet Success
02/28/2017Entrepreneurial Lessons Learned As founder and chief executive of a woman-owned company, entrepreneurs—women and men—often…
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Internet of Things Refined: Internet of Trespassers
02/14/2017True Security Resides Everywhere. Since I work in IT, a colleague sent me this recent…
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Forbes, CNBC & Yahoo Finance Report on WSOL
02/09/2017Ranked in the Top 10 Companies for Remote Jobs From CNBC to Forbes to Yahoo…
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Named Again to FlexJobs Top 100 Companies with Remote Jobs
02/07/2017Increasing Value of Remote Workforce Good news never gets old. Especially when it occurs year…
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Ensuring Continuous Business Operations
01/18/2017White Paper: Ensuring Continuous Business Operations In business, it’s best to prepare for the inevitable—which,…
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Business Continuity Planning Checklist
01/13/2017In business, the inevitable always comes. Shutdowns. Breakdowns. Letdowns. Best prepare beforehand. That means having…
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Steps to Ensure Business Continuity
01/03/2017Steps to Ensure Business Continuity With today’s technology, mega-storms are predictable—hurricanes or blizzards. No surprises.…
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Top 5 Blogs of 2016 from Working Solutions
12/30/2016Connecting in the Workplace and Marketplace Before 2016 ends, we’d like to reprise a few…
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Happy Holidays from Working Solutions
12/23/2016Happy Holidays Wishing you a beautiful holiday season and a New Year of peace and…
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What’s the ‘ketch’ to business success?
11/18/2016The karma of ketchup and how it applies to business in several ways.
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Celebrating Entrepreneurs
10/17/2016Entrepreneurism is alive and well, Working Solutions chief Kim Houlne said after a Chase conference.
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5 Ways to Foster Emotional Intelligence
10/13/2016The workplace is filled with four-letter words. “Work” itself is one. Also “hire” and “fire.”
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Kim Houlne Makes Virtual Viable on KERA
10/10/2016A forerunner in remote contact center solutions, Working Solutions made virtual work viable.
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20 Years of Contact Center Solutions
10/06/2016In an industry crowded with competitors today, Working Solutions continues to stand out.
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Tune into KERA: Kim Houlne Interview
10/05/2016KERA’s CEO series features Working Solutions chief Kim Houlne at 7:30 p.m. Friday, Oct. 7.
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5 Ways to Engage Remote Agents
09/20/2016For some companies, remote workers began as retrofits of brick-and-mortar business models.
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5 Ways to Find On-demand Agents
09/13/2016Apply a little search engine optimization (SEO) thinking to recruit work-at-home agents.
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Behind the Scenes: KERA Interview
09/01/2016Take a look behind the scenes at Kim Houlne, featured on upcoming KERA’s CEO series.
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Work at Home: Avoid Scams
08/01/2016As a kid, my Dad taught me caution when working. “Careless gets you hurt.”
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Reduce Agent Attrition
07/27/2016The bane of call or contact center services and businesses they serve? Agent attrition.
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Disrupting Retail – Again
07/20/2016The "fluidity of the buy" is reshaping how consumers shop. Online to your doorstep.
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Experts Validate Our Value
07/18/2016In business, there's no such thing as unconditional love. That's for Moms, kids and dogs.
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Introducing Our Website
06/16/2016New site marks 20 years of success delivering on-demand solutions. How can we serve you?
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Speak the Culture
05/24/2016Companies should focus more on culture vs. language to serve U.S. Hispanic markets.
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Pay for Value Delivered
04/18/2016Getting full value from your contact center agents? If not, time to run the numbers.
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Balancing Tech and Touch
04/11/2016Technology, by itself, isn’t enough. You also need high-touch care to personalize service.
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How Secure Is Your Provider?
03/31/2016Nothing is more personal than your identity. Unless it’s your customers’ data and privacy.
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Six Tips: Finding Best Contact Center Provider
03/01/2016If you don’t ask the right questions, service excellence can be elusive.
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Retailers Turn to Outsourcing as Consumers Shop at Will
02/03/2016Retail hopscotching makes serving customers trickier than ever.
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Take a Lesson from Mia Wallace in Pulp Fiction
01/21/2016Listen before you talk? Take the time to learn and leverage what’s said.
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Our Company: What Was—and Still Is
03/09/2015In business, some things change. Others don’t. Like why you began the company.
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Making the FlexJobs Top 100—Second Year in a Row
01/28/2015Working Solutions is again recognized by FlexJobs in its Top 100 Companies.
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Developing Gold Medal Agents for Your Contact Center
02/11/2014The Olympics are in full swing and there is nothing more exciting than watching athletes…
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Hiring Contact Center Agents? Don’t Forget Multi-Lingual Markets
01/07/2014When considering trends for customer service and how to best empower agents, it is easy…
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Contact Center Technology Predictions for 2014 – Are You Ready?
01/02/2014Predictions are certainly interesting, particularly when you read them years after they are made. Yet…
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Amazon’s Mayday Button Sets a New Standard
12/05/2013Just when you thought customer support was going the way of self-service, Amazon introduces a…
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Living the Dreamforce
12/03/2013I was pleased to attend the 2013 Dreamforce with over 120,000 of my closest friends…
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First Contact Resolution – The Foundation of Customer Experience
10/29/2013Customer experiences are the make or break metric for contact centers. We are very aware…
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Contact Center Predictions – 2014 and Beyond
10/24/2013Predictions are certainly interesting, particularly when you read them years after they are made. Yet…
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Focusing on Customer Experience in Energy & Utility Industries
10/10/2013Many energy and utility companies have considered the foundational element of their customer acquisition strategy…
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Self-Service – A Positive or Negative for Customer Experience
09/26/2013Self-service options are standard in today’s contact center environment. It’s typical to dial support and…
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Develop with Style – Learning Styles That Is
09/19/2013In this online, get it now, instant gratification world we live in, delivering training, particularly…
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Looking to Improve QA Coaching? Go Peer to Peer!
08/29/2013It is not unusual for quality assurance teams to get into a routine. Evaluate transactions,…
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5 Steps to Proactive Customer Delight
08/27/2013Delighting your customers is a critical component that drives your brand’s success. Therefore, measuring customer…
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Top 4 Traits of Virtual Contact Center Solutions Providers
08/01/2013Outsourcing contact centers has been a positive for many organizations. Unfortunately there are companies that…
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Creating a Win-Win-Win for Call Centers, Customers & Your Bottom Line
07/30/2013Companies are becoming increasingly aware of the power of customer experience, particularly as it pertains…
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Social Media – The Elusive VOC Platform
07/25/2013There has been much discussion about social media and the power it has as a…
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Looking for Ways to Improve Performance? Add Scenario-Based Learning!
07/23/2013e-Learning is an important part of continued improvement and performance for all virtual contact centers.…
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The Positive Customer Experience – Customer Loyalty Formula Requires the Virtualpreneur™ Factor
07/16/2013Loyalty programs have really taken off since 2008 and are widely used, particularly in consumer…
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Customer Engagement Requires Understanding Emerging Channels
05/10/2013With new and better ways to communicate with customers, it is important that contact center…
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A Customer-Focused Strategy Means Never Having to Say You’re Sorry
05/07/2013JC Penney recently released new ads apologizing to their customers. While work reportedly began on…
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The New World of Work Empowers Customers. Are You Prepared?
04/09/2013Practically every business model since the birth of free enterprise has been customer focused. The…
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Beyond the Numbers – Quality Assurance Encompasses Coaching
04/02/2013The merging of training and quality assurance (QA) programs strengthens virtual contact center agents. At…
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Training for the Future
02/28/2013Have you noticed that we are currently in a professional environment that expects people to…
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Quality & Training – Like a Hand in a Glove
02/07/2013Training is such an important component of preparing atHome™ agents to not only accept transactions,…
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Build a Solid Foundation for Positive Multi-Channel Customer Experiences
01/22/2013There are a multitude of discussions on contact centers using cloud technology, adopting multi-channel interactions…
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Beyond the Metrics: They are People, People!
01/10/2013Metrics are good. They give a snapshot of the state of a contact center. Whether…
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Want Improved Customer Experiences? Think Virtual.
01/03/2013Customer experience is a much-touted metric that, while a positive goal, can prove to be…
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‘Tis the Season – For Increased Customer Transactions
11/29/2012The holidays bring an unusual dichotomy to business. Those that provide consumer products popular for…
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Future Proofing Contact Center Technology
11/27/2012Contact centers are continually progressing, in no small part to the continued evolution of technology.…
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Transitioning Knowledge – Beyond Basic Training
11/08/2012When you envision training new hires in a contact center, you think about the first…
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Tim Houlne to Speak at Dallas Business Growth Summit, October 11th
10/02/2012Back by popular demand, Working Solutions CEO Tim Houlne will be speaking at the Dallas…
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What a Virtualized Workforce Means for the American Economy, Part I
09/13/2012I’ve already written about what the “New Worker” looks like in a world where job…
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The New Contact Center: Solutions, Not Service
08/21/2012A recent article in DestinationCRM.com got me thinking about how customer service has evolved –…
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Announcement: CEO Tim Houlne on Dallas radio show tonight!
08/05/2012I’m sorry for the last-minute announcement, but we only received word of this yesterday so…
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Phone, Chat, Email, or IM? The Best Call Center Solution for Your Company
07/31/2012There was a time when call centers were populated mostly by headset-wearing “operators” (as in,…
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Business Continuity in the Contact Center
06/06/2012A sudden ice storm can shut down your contact center for a day, or a…
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Measuring Customer Satisfaction
05/10/2012Of all the measurements used to quantify call center performance, none is as important as…
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The Value of Customer Loyalty
04/16/2012Often in sales-focused organizations, a lot of time, money and effort are placed in acquiring…
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Social Media Is More Than Just Marketing
04/12/2012In any company, the debate rages: what department “owns” social media? Should marketing so they…
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Astute Solutions 2012 Customer Conference
03/08/2012Last week I had the pleasure of attending the Astute Solutions 2012 Customer Conference in…
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