“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. Updated May 2024.


A Supplier Directory of solutions for remote & hybrid contact centres is available here (opens PDF): UK version / US version



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.


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


Remote Working Business Issues: Quality, Cost & Performance


  • The 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


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.


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