The Contact Centre: From Physical Asset to Agile Function

*Updated 14 February 2025*

We’ve spoken a lot about technologies shaping the customer experience and helping to build the contact centre of the future. But let’s strip it back to basics. What about the physical business asset that is the contact centre? We’re talking foundations, bricks and mortar (and yes, that includes outsourced operations). 

The Future of the Contact Centre: Do We Still Need a Physical Space? 

More businesses are questioning whether the traditional contact centre model is still necessary. The evolution of cloud technology, hybrid work models, and automation is shifting how companies think about customer service teams. 

Rather than a physical space, the contact centre is becoming a dynamic function—one that flexes based on customer demand, workforce needs, and business strategy. 

 

Working from Home (in the Cloud) 

Remote and hybrid working are no longer new concepts, but in the contact centre world, they are still evolving. For years, contact centres were seen as in-office-only operations. Now, businesses are starting to empower their agents with remote work flexibility. 

Cloud-based contact centre solutions make this possible. Businesses no longer need all agents to be in the office to maintain productivity. With cloud platforms, managers can track agent performance in real time—monitoring call volumes, response times, resolution rates, and overall service quality. 

And the results speak for themselves. Research suggests that 65% of employees feel more productive working remotely than in a traditional office setting. Employees with remote flexibility tend to work longer hours, take fewer breaks, and maintain greater focus—leading to improved customer experiences. 

For businesses aiming to attract and retain top talent, offering flexible working arrangements is crucial. Millennials and Gen Z workers—who have grown up in a digital-first world—expect the freedom to work from anywhere. Companies that embrace remote work will have a competitive edge in hiring and retaining skilled agents. 

 

Hot Desking for Agility 

Not everyone prefers working from home. Some employees thrive in an office environment, benefiting from collaboration and social interaction. Instead of dedicating a fixed office space solely to the contact centre, businesses can adopt hot desking, allowing employees to work from various locations within the organisation. 

This approach fosters cross-team collaboration, reduces office space costs, and creates a more integrated workplace culture. Contact centre agents, account managers, and sales teams can sit together, exchanging insights that help refine the overall customer experience. 

Additionally, as AI and automation take over simpler customer interactions, contact centre agents are handling more complex requests. This shift means that agents need to develop more advanced skills, making an agile, collaborative work environment even more critical. 

 

Sorry Dolly, the 9-5 is Dead 

Work-life balance is increasingly important, often ranking higher than salary in employee priorities. The traditional 9-to-5 structure is being replaced with flexible shift patterns, rotating schedules, and asynchronous work models—all made possible by modern contact centre technology. 

Flexibility leads to higher employee satisfaction, lower turnover rates, and reduced hiring costs. Contact centre work can be stressful, but when employees have better control over their schedules, job satisfaction improves—and happy employees mean happier customers. 

 

From Physical Asset to Function 

As the role of the contact centre evolves, businesses need to rethink its structure. The focus should be on functionality rather than physical space. 

• Remote and hybrid models provide flexibility without compromising performance. 

• Hot desking and collaboration break down silos between departments. 

• Flexible scheduling improves work-life balance and retention. 

This transformation doesn’t have to happen overnight. Start small—experiment with hybrid work, introduce flexible shifts, and encourage cross-team collaboration. The results will speak for themselves: a more engaged workforce, a better customer experience, and a contact centre that truly works for the modern business landscape.