2021 Market study report: state of contact center technology

Talkdesk + CCW.

With customer and agent standards set to rise in 2021, technology that proved underwhelming last year will prove immensely debilitating moving forward.

This study explores how companies responded to the events of 2020, uncovering the biggest contact center technology mistakes and challenges, and offering insight into how companies plan to reprioritize and thrive in 2021 — moving even closer towards achieving unprecedented customer-centricity and operational efficiency.