2025 WFH Alliance Preview: What CX Leaders Are Really Talking About

(*This post was written by Outsource Consultants’ CX Advisor, Rick Monro)

If you lead a distributed CX or support team, the 2025 Work From Home Alliance Leadership Exchange isn’t just another industry event—it’s one of the few places where you can swap real ideas with people who do what you do. People managing complexity, scaling teams, deploying AI, and still chasing CSAT gains.

Here’s what I’m thinking about heading into the event…and what you should be, too.

📍 Why This Event Matters

The Work From Home Alliance (WFH Alliance) is where smart operators go to trade notes. It’s not a vendor pitch fest. It’s a playbook exchange.

This year’s event will feature industry stalwarts, like Michele Rowan, Jeff Toister, and Justin Robbins guiding the conversation, you’ll leave with:

• Benchmarking that actually means something
• New strategies for managing remote and hybrid workforces
• Tactical ideas for real-world implementation (not just slides)

“This event doesn’t just tell you what might work—it shows you what is working.”

And that’s rare. But…what should attendees be asking?

🔍 Key Strategic Questions on My Radar

You’ll hear a lot of great ideas—but the best attendees come with questions. Here are the big ones I think we should be answering together:

• How do we scale remote hiring without breaking our brand or budget?
• Are our flexible scheduling policies truly flexible—or just harder to manage?
• Where should AI automate, and where should it amplify our agents?
• Can we justify resisting RTO when executive pressure is mounting?
• Are we building a contact center—or a distributed digital talent ecosystem?

Most companies don’t have these figured out. But I’ll tell you this: the answers are closer than they look if you ask the right questions.

💡 3 Big Trends We All Need to Tackle

1. Flexibility vs. Accountability

Flexibility has become table stakes—but it’s also a management riddle.

The best brands are:

• Designing scheduling like a product. (Multiple blueprints for different agent personas)
• Training leaders for hybrid. (Think: async coaching, KPI storytelling)
• Embedding accountability into the process—not just performance reviews

The worst brands? Still trying to micromanage people over Zoom.

2. Human + AI Synergy

AI isn’t a question of if, it’s a question of how.

Winning teams are:

• Automating tier-1 interactions with bots that know when to hand off
• Using agent-assist tools to shorten AHT and improve QA
• Reallocating labor savings to upscale agent coaching—not reduce headcount

If your AI rollout doesn’t include a human ROI story, it’s not a strategy—it’s a spreadsheet.

3. Offshore + Remote = New Operating Model

Remote work blurred the lines between internal teams and outsourced ones.

• Smart brands are using global partners like an extension of their internal team
• The old excuses for why we can’t outsource this function are crumbling
• Quality and cost are no longer tradeoffs when you do it right

You’ll hear a lot about BPO innovation at this event—and if you want vetted insights, we’ve got 1,500+ global partners we evaluate across performance, compliance, and cultural fit.

🧭 How We’re Helping Clients Solve These (Daily)

The questions above? They’re the same ones our team answers every week.

Here’s how we’re helping:

✍️ The Big Takeaway

Whether this event shifts your thinking or simply confirms what you’ve felt for months, the next move is action.

Let’s turn insight into CX momentum.

I’m thrilled to connect in-person or virtually for a number of key advisory efforts, including:

☑️ CX Strategy Call

☑️ BPO cost comparison (side-by-side)

☑️ Or just tell us your biggest challenge—maybe hiring, maybe attrition—and we’ll help you solve it

Looking forward to connecting in St. Paul.

—Rick