-
Kim Houlne Honored by the Dallas Business Journal
06/22/2017Contact Center Chief Named as Influential Businesswoman Working Solutions chief executive and founder Kim…
-
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…
-
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…
-
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…
-
Manage Retail Seasonality with a Flexible Workforce
04/20/2017Capture More Sales, Elevate Service during the Holidays with Scalable Staffing As more consumers shop…
-
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…
-
How far can Self-Service go?
03/27/2017Balance between Self-Service and Customer Service Agents In the call center and contact center industry,…
-
Improving Private Equity ROI
03/22/2017Aggressively Improve ROI with These 5 Tips With public stock market levels hitting all-time highs,…
-
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…
-
Internet of Things Refined: Internet of Trespassers
02/14/2017True Security Resides Everywhere. Since I work in IT, a colleague sent me this recent…
-
Forbes, CNBC & Yahoo Finance Report on WSOL
02/09/2017Ranked in the Top 10 Companies for Remote Jobs From CNBC to Forbes to Yahoo…
-
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…
-
Ensuring Continuous Business Operations
01/18/2017White Paper: Ensuring Continuous Business Operations In business, it’s best to prepare for the inevitable—which,…
-
Business Continuity Planning Checklist
01/13/2017In business, the inevitable always comes. Shutdowns. Breakdowns. Letdowns. Best prepare beforehand. That means having…
-
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.…
-
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…
-
Happy Holidays from Working Solutions
12/23/2016Happy Holidays Wishing you a beautiful holiday season and a New Year of peace and…
-
What’s the ‘ketch’ to business success?
11/18/2016The karma of ketchup and how it applies to business in several ways.
-
Celebrating Entrepreneurs
10/17/2016Entrepreneurism is alive and well, Working Solutions chief Kim Houlne said after a Chase conference.
-
5 Ways to Foster Emotional Intelligence
10/13/2016The workplace is filled with four-letter words. “Work” itself is one. Also “hire” and “fire.”
-
Kim Houlne Makes Virtual Viable on KERA
10/10/2016A forerunner in remote contact center solutions, Working Solutions made virtual work viable.
-
20 Years of Contact Center Solutions
10/06/2016In an industry crowded with competitors today, Working Solutions continues to stand out.
-
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.
-
5 Ways to Engage Remote Agents
09/20/2016For some companies, remote workers began as retrofits of brick-and-mortar business models.
-
5 Ways to Find On-demand Agents
09/13/2016Apply a little search engine optimization (SEO) thinking to recruit work-at-home agents.
-
Behind the Scenes: KERA Interview
09/01/2016Take a look behind the scenes at Kim Houlne, featured on upcoming KERA’s CEO series.
-
-
-
Work at Home: Avoid Scams
08/01/2016As a kid, my Dad taught me caution when working. “Careless gets you hurt.”
-
Reduce Agent Attrition
07/27/2016The bane of call or contact center services and businesses they serve? Agent attrition.
-
Disrupting Retail – Again
07/20/2016The "fluidity of the buy" is reshaping how consumers shop. Online to your doorstep.
-
Experts Validate Our Value
07/18/2016In business, there's no such thing as unconditional love. That's for Moms, kids and dogs.
-
Introducing Our Website
06/16/2016New site marks 20 years of success delivering on-demand solutions. How can we serve you?
-
Speak the Culture
05/24/2016Companies should focus more on culture vs. language to serve U.S. Hispanic markets.
-
Pay for Value Delivered
04/18/2016Getting full value from your contact center agents? If not, time to run the numbers.
-
Balancing Tech and Touch
04/11/2016Technology, by itself, isn’t enough. You also need high-touch care to personalize service.
-
How Secure Is Your Provider?
03/31/2016Nothing is more personal than your identity. Unless it’s your customers’ data and privacy.
-
Six Tips: Finding Best Contact Center Provider
03/01/2016If you don’t ask the right questions, service excellence can be elusive.
-
Retailers Turn to Outsourcing as Consumers Shop at Will
02/03/2016Retail hopscotching makes serving customers trickier than ever.
-
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.
-
Our Company: What Was—and Still Is
03/09/2015In business, some things change. Others don’t. Like why you began the company.
-
Making the FlexJobs Top 100—Second Year in a Row
01/28/2015Working Solutions is again recognized by FlexJobs in its Top 100 Companies.
-
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…
-
5 Tips to Find and Hire the Best Remote Agents
01/09/2014Work-from-home opportunities are in great demand, especially among the recently unemployed, underemployed, and those juggling…
-
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…
-
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…
-
13 in 2013 – The Best Contact Center Advice
12/31/2013As 2013 comes to a close, we wanted to share the 13 top blog posts…
-
Baby Its Cold Outside – And Customers Still Expect Help
12/10/2013Inclement weather is a great equalizer – no one is immune and there is no…
-
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…
-
Living the Dreamforce
12/03/2013I was pleased to attend the 2013 Dreamforce with over 120,000 of my closest friends…
-
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…
-
Contact Center Predictions – 2014 and Beyond
10/24/2013Predictions are certainly interesting, particularly when you read them years after they are made. Yet…
-
Balancing the Two Prongs of Healthcare Customer Service
10/22/2013In the world of healthcare, agents are required to strike a delicate balance between serving…
-
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…
-
The Secret to Minimizing the Impact of TCPA Rules
10/08/2013The Telephone Consumer Protection Act (TCPA) became law in 1991 to protect consumers from receiving…
-
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…
-
4 Ways Contact Centers and Marketing Go Hand-In-Hand
09/24/2013Positive customer experience requires leadership teams to understand every point a customer engages with an…
-
Develop with Style – Learning Styles That Is
09/19/2013In this online, get it now, instant gratification world we live in, delivering training, particularly…
-
Affordable Care Act Means Rapid Agent Ramp-Up for Insurance Providers
09/17/2013Healthcare Reform brings a tidal wave of changes, compliance challenges and adjustments for almost any…
-
NPS – A Tool in Your Metrics Toolbox
09/04/2013A lot of time is spent in contact centers gathering and reporting metrics. What really…
-
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,…
-
5 Steps to Proactive Customer Delight
08/27/2013Delighting your customers is a critical component that drives your brand’s success. Therefore, measuring customer…
-
Contact Center Outsourcing – Go Traditional or Non-Traditional?
08/21/2013The benefits of outsourcing all or part of a contact center go beyond the cost…
-
7 Facts on Virtual Contact Center Outsourcing
08/13/2013There are long-standing and compelling reasons to consider outsourcing contact centers, including cost savings and…
-
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…
-
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…
-
Social Media – The Elusive VOC Platform
07/25/2013There has been much discussion about social media and the power it has as a…
-
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.…
-
Customer Experience – the Common Metric in a Multi-Channel Center
07/18/2013Customers have the ability to reach out to your contact center at any time, any…
-
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…
-
The Impact of Virtual Outsourcing – Part 2
06/27/2013In part one, we discussed how the New World of Work has changed the very…
-
The Impact of Virtual Outsourcing – Part 1
06/25/2013There is a move worldwide to send jobs to independent contractors. Whether its virtual technicians,…
-
The Secret to Handling Summer Schedules – Accurate Forecasting
06/20/2013It’s critical to ensure that you have agents handling transactions at the time they come…
-
Customer Engagement Requires Understanding Emerging Channels
05/10/2013With new and better ways to communicate with customers, it is important that contact center…
-
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…
-
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…
-
Beyond the Numbers – Quality Assurance Encompasses Coaching
04/02/2013The merging of training and quality assurance (QA) programs strengthens virtual contact center agents. At…
-
Training for the Future
02/28/2013Have you noticed that we are currently in a professional environment that expects people to…
-
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,…
-
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…
-
Beyond the Metrics: They are People, People!
01/10/2013Metrics are good. They give a snapshot of the state of a contact center. Whether…
-
Do Magic Metrics Exist?
01/08/2013Due to the number of metrics needed to effectively measure contact center performance, there is…
-
Want Improved Customer Experiences? Think Virtual.
01/03/2013Customer experience is a much-touted metric that, while a positive goal, can prove to be…
-
Winter Is Coming – Time to Review Your Inclement Weather Policy
12/18/2012One of the benefits, and there are many, to operating a virtual call center is…
-
Want a Solid New Year? Use Objective-Driven Budgeting
12/11/2012Contact centers are driven by resources, in particular people and technology. Headcount is one of…
-
‘Tis the Season – For Increased Customer Transactions
11/29/2012The holidays bring an unusual dichotomy to business. Those that provide consumer products popular for…
-
Future Proofing Contact Center Technology
11/27/2012Contact centers are continually progressing, in no small part to the continued evolution of technology.…
-
Virtual Business Models – The Future Is Here
11/13/2012The New World of Work is creating the virtualization of industries at a rapid rate.…
-
Transitioning Knowledge – Beyond Basic Training
11/08/2012When you envision training new hires in a contact center, you think about the first…
-
How to Implement a Remote Work Solution for Your Company
10/11/2012When I first launched Working Solutions in 1996, virtual call centers were a largely unknown…
-
When Is It Time to Outsource Your Contact Center Operations?
10/05/2012In the past, the primary motivator for outsourcing contact center operations was saving money. However,…
-
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…
-
What a Virtualized Workforce Means for the American Economy, Part 2
09/18/2012Last week I wrote about some of the possible negative effects that a virtualized workforce…
-
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…
-
The New Contact Center: Solutions, Not Service
08/21/2012A recent article in DestinationCRM.com got me thinking about how customer service has evolved –…
-
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…
-
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,…
-
Business Continuity in the Contact Center
06/06/2012A sudden ice storm can shut down your contact center for a day, or a…
-
Measuring Customer Satisfaction
05/10/2012Of all the measurements used to quantify call center performance, none is as important as…
-
The Value of Customer Loyalty
04/16/2012Often in sales-focused organizations, a lot of time, money and effort are placed in acquiring…
-
Social Media Is More Than Just Marketing
04/12/2012In any company, the debate rages: what department “owns” social media? Should marketing so they…
-
Content Is Not Enough
03/29/2012Content is the focal point of any marketing campaign. Whether it’s a flyer, a billboard…
-
Astute Solutions 2012 Customer Conference
03/08/2012Last week I had the pleasure of attending the Astute Solutions 2012 Customer Conference in…
-
Welcome to the Working Solutions Blog
03/05/2012In his 2012 State of the Union address to Congress, President Obama said, “Ask yourselves…
Copyright © 2016 Working Solutions