The 2020 Talkdesk contact center KPI and benchmarking report unveiled insights into the challenges that COVID-19 caused in the first half of the year. Little did we know then that a year later we would still be facing new challenges, nor did we realize how well contact centers could weather them.

As we look back at contact center performance under a full year of pandemic restrictions,we have seen two significant impacts on business operations: work from home (WFH) and the acceleration of technology adoption and digitization, making the value of cloud technology more prominent and essential for business continuity.