The Inner Circle Guide to Remote & Hybrid Working Content Centre Solutions

How can your contact centre succeed in a world of continued remote and hybrid work demands?

Up until very recently, the majority of UK contact centres worked in a traditional, centralised model, with fewer than 4% of agents working remotely at home on a permanent basis. This has all changed thanks to the global pandemic. In 2021, we notice that 89% of businesses use remote working with a further 4% testing it.

The Inner Circle Guide to Remote & Hybrid Working Contact Centre Solutions report focuses on the UK business environment and analyses key issues faced by contact centre managers and leaders when considering if and how to integrate this style of working while meeting their business goals. The report analyses five of the major issues affecting contact centres and provides decision-makers with guidance on:

  • The pros and cons of remote and hybrid contact centre working
  • Quality, cost, and performance issues including live contact avoidance, web self-service, virtual agents and chatbots, and AI-enabled agent assistance
  • The role of cloud in the remote/hybrid workplace
  • Security concerns such as data protection, fraud, customer identity verification, voice biometrics, and payment card industry compliance
  • Management and communication considerations including workforce management, team interaction, quality review, coaching, analytics, and voice of the employee

Download this report, sponsored by Calabrio, for an in-depth look at where contact centre professionals and businesses are increasingly focusing their attention - and where you should, too. 

You'll also receive an eye-opening case study of how Calabrio WFM supports the scheduling needs of remote agents for Patagonia globally, giving managers structure and predictability. 

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