The Inner Circle Guide to Remote & Hybrid Working Contact Center Solutions
Up until recently, the majority of US contact centers worked in a traditional, centralized model, with only 13% of agents working remotely at home.
Faced with the challenges of continuing to run contact centers in an environment decimated by coronavirus, many businesses urgently implemented business continuity plans which involved remote working.
As the pandemic comes to its end, some contact center agents are returning to the centralized environment, but many will be moving to a hybrid working model, with some time spent in the contact center and some at home.
In this RingCentral-sponsored report, take a deep dive into hybrid and remote contact centers, so you can weigh the advantages and disadvantages for your business.