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About This Report
94% of UK contact centres and 92% of US contact centers report that they will carry on with remote working in the next 12 months, usually through a hybrid office / homeworking 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, engaging and managing the remote workforce
- Coaching, quality assurance and workforce management
- Solutions for common problems with remote / hybrid working.
UK and US editions.
Free to download.
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In this Report
Remote Working Business Issues: Quality, Cost & Performance
- Pros and cons of remote and hybrid contact centre working
- Current and future use of remote working
- The role of cloud in remote & hybrid working
- Health & safety
- Remote workforce management
- Team communication
- QA & coaching
Remote Working Business Issues: Security
- Fraud and data protection
- The role of the cloud in data security
- Device security
- Card payments & PCI compliance
Remote Working Business Issues: Engaging & Encouraging Remote Working Agents
- Gamification
- Voice of the employee (VoE)
- The outlook for remote & hybrid contact centres
