In the 2019 Talkdesk Contact Center
KPI and Benchmarking report, we
started by stating that the contact
center space had never been so
exciting and yet so complicated.
Then 2020 came and with it a set
of unprecedented challenges.
The first half of the year brought
the coronavirus (COVID-19) outbreak
and a major transformation in the
way companies do businesses.
measures to contain the spread
of the virus forced companies to
move operations to a work-fromhome (WFH) reality overnight and
to adapt new methodologies, tools
and collaboration habits.
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