Contact centers—like most industries in today’s economy—had to swiftly adapt to working remotely during COVID-19. They’ve relied on technology to continue operations during the pandemic, and have even used those tools to scale customer support activities as the volume of calls has increased alongside market turbulence.
This Dialpad and Pulse survey of 100 tech leaders finds that boosting agent productivity—and leveraging emerging technologies like AI to do so—is top priority right now as companies evaluate whether remote contact centers will become the new norm.