Contact Center and CX Priorities: 2021 Enterprise Survey Results (whitepaper)
By Donna Fluss
Contact centers demonstrated their flexibility and agility during COVID-19, and they are on the cusp of historic change. The question is what enhancements and changes contact centers are going to make starting in 2021. This white paper suggests some answers based on a worldwide survey identifying contact center operational and technical investment priorities, conducted in November and December 2020.