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Watch: Hybrid Working in the Contact Centre of 2024

Hybrid working is now the norm in the contact centre industry. It’s not unusual for an operation to offer frontline colleagues the opportunity to work from home for some, if not most of their working time. Is there a genuine best practice approach to hybrid working?  

We explored the fundamentals of hybrid working, the models that are surfacing as most effective and the challenges and opportunities hybrid working will bring to the contact centre in 2023 and beyond. In this debate, we discussed:

  • Building team morale through engagement 
  • Recruitment and retention in a hybrid world 
  • Coaching, learning and career development 
  • Scheduling and forecasting with flexible working 

Leigh Hopwood, CEO at the CCMA, led the discussion with a panel of key leaders such as Jen Turner, Head of Sales Service and Retention at The AA, Kate O’Loughlin, Leadership & Culture Manager at Centrica and Paul Whymark, COO at Sensée.

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For more than 30 years, the CCMA has been dedicated to supporting contact centre leaders. We push ourselves to do more for our thriving membership base, which is the largest community of industry professionals in the UK.

The CCMA was founded with the goal of sharing best practice and networking to improve skills and knowledge in order to progress contact centre operations - and we live by that to this day.

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