“The Inner Circle Guide to Remote & Hybrid Working Contact Centre Solutions” is based on surveys with over 400 UK & US organisations. 


Each Inner Circle Guide is available for the US and UK. 



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.


To download this report, and to gain free access to all of ContactBabel’s research and analysis, please complete the registration form at the bottom of the page.



Report contents


Supplier Directory


Remote Working Business Issues: Quality, Cost & Performance


  • The Pros and Cons of Remote and Hybrid Contact Centre Working
  • The Use of Remote Working
  • Cost Management
  • Live Contact Avoidance
  • Web Self-Service
  • Proactive Outbound
  • Improving Quality
  • AI-Enabled Agent Assistance
  • Knowledge Bases
  • Reducing Post-Call Work
  • The Role of Cloud in the Remote / Hybrid Workplace
  • Current Use of Cloud in the Contact Centre


Remote Working Business Issues: Security

  • Fraud and Data Protection
  • Customer Identity Verification
  • Card Payments & PCI Compliance
  • The Role of the Cloud in PCI Compliance
  • Device Security
  • The Role of Cloud in Data Security


Remote Working Business Issues: Management & Communication           

  • Health & Safety
  • Workforce Management
  • Team Communication
  • Quality Assurance
  • Analytics
  • Coaching
  • Motivating Remote Workers
  • Gamification
  • Voice of the Employee (VoE)


To download “The Inner Circle Guide to Remote & Hybrid Working Contact Centre Solutions”, as well as many other research reports, please complete the registration form below.


After this, you will have access to all of ContactBabel’s free end-user research and analysis.


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