2020 was certainly a year unlike any other. A global pandemic of previously unimaginable extent has fundamentally changed the way we live, work and interact with each other, not only privately but also in a business environment. The use of digital channels has been on the rise for many years, both for how we communicate in our personal life, as well as for how we interact in a business environment. But in this past year, we have seen digital transformation adoption accelerate exponentially and, not surprisingly, we have seen this trend reflected in the contact center.
April 27, 2021