The 2021 State of the Contact Centre Report surveyed over 400 Canadian organizations to assess how contact centers are evolving amid the pandemic. Findings show 75% of companies place high or average strategic importance on contact centers, prioritizing customer satisfaction and efficiency. Top challenges include talent recruitment, training, and retention. Agent well-being is closely tied to customer sentiment, with negative interactions impacting workplace culture. Remote work is expanding, but automation remains limited. Future investments target technology, particularly workflow automation and customer analytics, with IT teams playing a pivotal advisory role.

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