Practical insights from a WFH Alliance leader roundtable on building resilient, blended contact center teams.

From attrition challenges to cultural alignment, gig economy models to part-time staffing levers, leaders are rethinking how to staff and outsource in remote and hybrid contact centers. This recap shares the top takeaways on integration, flexibility, and communication from our latest WFH Alliance roundtable.

Place capacity where the peaks are—without adding full-time headcount.

Shorter part-time blocks let you match intraday demand and avoid overstaffing the valleys. See the quick math (100 PT agents flexing 12→20 hrs/wk ≈ ~20 FTE swing) and keep OT in check with clear guardrails.

A repeatable 6-week rhythm from REQ to Day-1—built for remote onboarding.

Hiring chaos isn’t a staffing strategy. This quick guide lays out a six-week cadence from requisition to training Day-1, to keep the process on track.

How leaders can pair anonymous 24/7 tools with everyday habits that foster hope

Practical ways remote leaders can support mental health: key warning signs, language to use, QPR basics, and an anonymous 24/7 resource (HOPE).

Remote doesn’t mean “anywhere.” Focus your regions, sharpen your funnel.

Hiring from “everywhere” dilutes your brand and burns recruiter time. This quick read shows how to pick 2–3 focus regions, score them on labor and connectivity, and set pivot tripwires so you can move fast when conditions change.

Free ideas and quick Amazon gifts for showing appreciation on short notice

Customer Service Week begins October 6. If you don’t have plans in place, there’s still time! From free recognition activities to quick Amazon gifts you can ship directly, here are simple ways to celebrate your team without the stress of last-minute planning.

Proving the ROI of Remote Work in Your Contact Center

Return-to-office debates are heating up—but contact center leaders have an opportunity to flip the conversation. This article outlines how to quantify the business value of a remote or hybrid model, from expanding your talent pool and improving retention to ensuring business continuity, workforce flexibility, and cost efficiency. Learn how to gather the proof you need and get your senior leaders on board before the RTO pressure starts.

How to Push Back on RTO Mandates with Facts, Not Feelings

When Return-to-Office discussions start heating up, you need more than opinions to protect your remote or hybrid model—you need data. This checklist will help you guide the conversation toward measurable business outcomes, highlight the proven benefits of remote work, and propose alternatives before an RTO decision gets locked in.

The Simple, Zero-Cost Idea That Can Transform Team Engagement

If you want a happier, more engaged team but don’t know where to start, here’s one proven, cost-free step you can take immediately: a virtual suggestion box. Learn the four key steps to make it work—ensuring every idea gets heard, every loop gets closed, and your team sees real action from their feedback.

Practical insights from Nate Brown on how remote leaders can strengthen connection, trust, and engagement across their teams.

Building community in a remote team doesn’t happen by accident. In this recap of our August 2025 WFH Alliance meeting, guest speaker Nate Brown shares three actionable strategies leaders can use to foster trust, encourage collaboration, and boost employee engagement from anywhere.