Remote and hybrid working: The impact on contact centres


With hybrid working becoming the new norm, many organisations with contact centres have looked to transform their customer support processes and operations significantly. While there is not a one-size fits all solution, many in the sector are looking to others for how to strike the right balance for remote working going forward. In this article, we will be exploring some of the key topics impacting business leaders for the foreseeable future


What are the impacts of remote and hybrid working on contact centres?

Since the start of the COVID-19 pandemic, remote and hybrid working has provided a lifeline for many organisations operating contact centres. This has offered up a series of benefits, including:

What is the future of remote and hybrid working for contact centres?

Many organisations have successfully adapted to the new opportunities that hybrid work brings and are embracing what this means for the future of their operations. Some of the key considerations for those operating contact centres are:

The hybrid workforce is here to stay within contact centres, and it will be up to business leaders to ensure that their agents remain engaged, motivated and supported. Technology and cloud-based systems are sure to play a key role in ensuring that agents can succeed and deliver on maintaining customer experience. Organisations looking to the future should take this new flexibility and agility as a means to drive positive organisational and operational transformation.

At The Knowledge Group, we can support organisations looking for access to flexible, on-demand outsourcing solutions. If this is something you’re interested in, talk to our team today.

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