What We Learned in 2025

Insights from last year’s Remote Work Benchmarking Survey—and how you can shape what’s next

In 2025, we asked remote and hybrid contact center leaders a simple question:

How is remote work actually working—for your people, your customers, and your operation?

Survey participants shared honest insights about productivity, retention, tools, leadership, and where they still feel stuck. 

Now, as we open the 2026 edition of the Remote Work Benchmarking Survey, here’s a look at what we learned last year and why your voice matters more than ever.

🔑 5 Takeaways That Shaped 2025

1. Remote Productivity Holds Strong

93% of leaders said productivity in remote settings was as good or better than in-office.

2. The Retention Edge is Real

60% said that remote flexibility directly improved both recruitment and retention.

3. Schedule Flexibility = Untapped Opportunity

Only 18% of organizations offer true schedule flexibility—even though it’s one of the top 3 drivers of employee satisfaction.

4. Remote Work and AI Are Here to stay—But Leadership Confidence Is Lagging

95%+ said they are not facing a Return to Office (RTO) mandate.
But only 32% believe managers are fully confident leading remote teams.
70%+ are exploring or implementing AI and automation.

5. Mental Health & Early Retention Are Top Priorities

Common challenges across survey participants: 

• Engagement and retention in the first 90 days
• Manager readiness for remote leadership
• Real investments in work-life balance and mental wellness
• Employee engagement in a remote work environment 

📊 Why Your Input Matters for 2026

Trends are shifting fast—especially in:

• Scheduling and flexibility models
• AI-powered workflows and agent assist tools
• Burnout, boundaries, and support for mental health

This year’s survey helps us track those shifts—and shape tools, training, and insights that matter to you.

📥 Add Your Voice

The 2026 Remote Work Benchmarking Survey is now open. It takes just 5–7 minutes, and participants receive early access to results.

👉 Take the 2026 Survey📅 Upcoming Events

Let’s keep pushing the conversation forward—together.