Post-Pandemic Contact Center Report
What’s the Contact Center look like in a post-pandemic world?
We asked questions nobody has ever asked before…
And as a result, we've got fresh insights. Read our trends report on what hundreds of leaders will be doing differently to elevate their technology and teams in 2021 and beyond.
Highlights include…
- Leaders are optimistic and hiring: 85% are optimistic they’ll be a revenue driver in the future and 72% are continuing to hire.
- Most will be hybrid, not fully remote: 63% will operate on a hybrid model, but only 7% will remain fully remote once a vaccine is available.
- Compliance is the biggest challenge of remote work: 76% believe that it is more challenging to ensure compliance remotely versus in-office.
- Agent analytics and AI are the two top trends: The #1 newly implemented technology is agent analytics, and 50% will invest in AI to improve agent experience.
