Customer experience can make or break a company. The pressure to manage costs has never been greater, but it's a fatal mistake to view customer service channels as a cost center. The solution? An at-home workforce that delivers excellent results: 10 percent higher customer satisfaction; 30 percent more flexibility -- or even greater; 20 percent lower cost to serve customers; highly educated employees with significant work experience; geographic distribution of workforce, which minimizes disruption; and greater business continuity.