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.
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