The 2020 Talkdesk contact center KPI and benchmarking report unveiled insights into the challenges that COVID-19 caused in the first half of the year. Little did we know then that a year later we would still be facing new challenges, nor did we realize how well contact centers could weather them.
As we look back at contact center performance under a full year of pandemic restrictions, we have seen two significant impacts on business operations: work from home (WFH) and the acceleration of technology adoption and digitization, making the value of cloud technology more prominent and essential for business continuity.
This abrupt shift has fundamentally reshuffled business priorities. However, we are not going back to the old order of operations. So, as companies continue to adapt to ongoing uncertainty and set new goals and priorities, tracking the most critical KPIs against those goals is paramount. But, with a radically different landscape in 2021, how can contact centers know the right moves to make? Navigating this change starts with learning more about peer performance in 2020 and comparing against it.
The 2021 Talkdesk global contact center KPI benchmarking report measures and examines the impact felt by contact centers in metrics such as average talk time and service level, analyzing the call data of a sample size of more than 2,200 Talkdesk customers in different locations and industries, from small and midsize businesses (SMBs) to multinational enterprise. This resulting report contains a first look at these metrics, providing a snapshot of the impact of the pandemic on contact centers.
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