Understanding the New World of Work: A trends report on what hundreds of leaders will be doing differently to elevate their technology and teams in 2021 and beyond.

In 2020, the shift to remote work happened overnight. Knowledge workers, particularly contact center agents, suddenly found themselves transformed into the world’s
first ever all-remote workforce. A year later, it seems unlikely we’ll revert back to our old ways anytime soon, if ever. And if there’s one thing this rapid transformation has
revealed, it’s that we need digital tools for communication, learning, and information sharing.

In this report, you’ll learn more about the challenges contact center leaders will tackle this year, and what they’re looking forward to. You’ll see how technologies like AI and interaction analytics help teams plan, manage, appraise, and engage their workforces. You’ll gain insight into how contact center leaders think about budgeting, staffing, coaching, collaboration, and technology as they work to become truly intelligent contact centers of the future—a future that is more fair, objective, transparent, data-driven, and hybrid. 

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