Just a short while back in 2018, it was suggested that the growth of homeworking had stalled with only 6% of the UK’s workforce working from home. It’s not hard to see why: working from home has typically been limited to a select few—those working in the technology sector, those required to travel extensively—people that could essentially work remotely from anywhere. It wasn’t something a typical contact centre employee could do. But it was something employees were interested in, and something that businesses have been contemplating for years.

The COVID-19 pandemic caused a lot of businesses to rethink how they worked, and in a very short amount of time. Where they may have been reluctant to allow working from home in the past, they had little or no choice during the national lockdowns. It was the only way to maintain customer experiences. Sales and support staff were suddenly able to work from almost anywhere, with voice, video and host systems integrated. And what’s more—it worked.

The recommendations in this report could help you to mitigate the risk. This will help you to continue to provide excellent customer service, without jeopardising your company’s reputation or financial security.