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. Government-imposed confinement 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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