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Research Report

Post-Pandemic Contact Center Report

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.


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