Before the web became the business wunderkind it is today, Kim Houlne capitalized on its potential in 1996.
Back then, she developed a simple website to recruit independent professionals to do virtual services for companies. Her pioneering work set the stage for what became a multi-million-dollar business, Working Solutions, and a multi-billion-dollar homeshoring industry in the United States.
Today, Houlne continues to engage Working Solutions’ on-demand workforce by leveraging the web and the explosion of social media evolving with it. Through them, she reaches out to an 110,000+ agent network across 50 states.
Conversations never end“Omni-channel strengthens our presence,” she said. “Digital gives us immediacy and reach. With it, we are more responsive. And through it, we build stronger bonds, connecting better with agents and clients.”
Social media fosters open communications. For instance, agent comments posted on sites, such as Glassdoor, give the company an almost 90% recommend rate. Comments, good and bad, appear there.
“Positive comments reaffirm what we’re doing right,” Houlne said. “Negative ones alert us to what we need to address.”
All of the channels are out there for everyone to see and say. It’s in a company’s best interest to master the media and connect with audiences.
“Because the conversations never end—and we need to be a part of them.”
