With an unprecedented shift from onsite work to virtual work in response to a global pandemic this year, contact centers have been navigating a new world of work on the fly and operating remotely. At the same time, long-standing challenges remain top opportunities for digital transformation.

We surveyed contact center executives across the country to find out what's standing in their way, what empowers them, and what steps they plan to take to help their teams deliver the best, most impactful customer service.

Download the report to find out:

  • What are the top channels?
  • With efficiency being critical, how does agent experience factor into decision making?
  • How contact centers are using technology.
  • The importance of bringing work out of silos.
  • How integration can support people and processes.