Organisations today face a complex challenge: choosing the most effective operating model for their workforce. With remote, hybrid, and office-based setups all offering unique benefits—and their own complications—leaders must carefully navigate this evolving landscape.
Globally, 46% of employees now work in a hybrid environment, while 30% operate fully remotely. These figures reflect a major shift in working patterns and raise important questions for contact centre leaders. How do you maintain performance, engagement, and customer satisfaction when your team is spread across multiple locations? What does a sustainable hybrid model really look like?
Our latest document, Contact Centre Resourcing: Finding Balance in Your Hybrid Model, explores these questions in depth. It offers practical guidance on building a flexible, resilient workforce strategy that supports both your people and your customers. From workforce planning and scheduling to employee wellbeing and technology enablement, the document provides actionable insights to help you make confident decisions.
Whether you’re refining your current hybrid model or starting from scratch, this resource will help you move forward with clarity and purpose.
Download the full document below. Want to explore how this applies to your organisation? Get in touch today—we’re here to help you build a future-ready contact centre that delivers for both your team and your customers.
