Michele Rowan
President, Customer Contact Strategies Company name
Customer Contact Strategies
CEO/Founder
Michele Rowan
When founded (year)
2009
Describe your company
We help companies design/expand their work-at-home programs for contact centers via custom consulting, public workshops, and conferences.
What is your background in the industry?
20+ years of contact center leadership experience and 10+ years of work-at-home experience.
What do you consider to be your company’s greatest achievement?
Enriching employee lives with work-at-home!
What do you see as the greatest challenge facing the contact center industry?
Shifting from a transactional support environment to advanced customer experience environment. The easy calls have moved to self-service; our employees deal with challenging interactions. Training, support and compensation need to reflect just that. It's time to catch up!
What would Contact center folks be surprised to learn about you or your company?
We don't outsource or offshore a thing!