Thanks to everyone who joined us live on Microsoft Teams on Thursday 10th July for the results of the 4th survey in the ‘Hybrid Working in the Contact Centre’ survey series (2016, 2019, 2022 and 2025) supported by Cnect Wales.
The 2025 survey revealed that the widely predicted ‘return to the office’ isn’t materialising in a significant way, and that UK employers and employees alike are enjoying the benefits that hybrid working continues to deliver.
The survey revealed that 65% of UK contact centres are expecting three-quarters or more of their employees to be homeworking (at least part of the time) by the end of 2027, with more employees than ever self-selecting what days they work in the office, and even their workday schedules.
The results eBook reveals the most popular hybrid working models in use today, shows what WFH/hybrid issues organisations are experiencing and what WFH/hybrid benefits they are realising, how the performance and productivity of homeworkers compares with that of office workers, what WFH/hybrid technologies businesses are investing in, and a lot more.
100 Contact Centre Directors/Managers and other contact centre professionals completed the survey questionnaire (comprising 20 questions) between April 10th and June 20th 2025.
You can access the presentation slides from our survey webinar below:
The results were delivered by Michael Gray, Chief Strategy and Marketing Officer of hybrid working consultancy Spacial and supported by Cnect Wales’ Lucinda Butler and Mark Hillary from popular CX podcast, CX Files.
If you’re interested in improving your hybrid working strategy and processes, Spacial offers two targeted Health Checks designed to help your assess, refine, and evolve your hybrid model. You can access details of these Health Check products here
Need help choosing the right approach?
Spacial’s consultants are happy to talk through your current situation and tailor a strategy that fits your team, culture, and goals.
📧 Contact: mark.walton@spacialworking.com 🌐 Learn more: www.spacialworking.com
