99% of UK contact centres and 94% of US contact centers report that they will carry on with some remote working throughout 2022, usually through a hybrid office / home working model.
Remote working has advantages and disadvantages for both agents and businesses. The hybrid model promises the best of both worlds, but what needs to be done to balance performance, morale, cost and quality?
“The Inner Circle Guide to Remote & Hybrid Working Contact Centre Solutions” investigates:
The current and future use of remote working
Managing quality, cost and performance in a remote / hybrid model
Keeping data, devices and payments secure
Motivating and managing the remote workforce
Coaching, quality assurance and workforce management
Solutions for common problems with remote / hybrid working.