Talkdesk：2021年数字参与最佳实践报告（英文版）

Millions of customer support agents have been forced to work remotely. And many companies are determining if these agents should return to the contact center, keep working remotely or establish a more flexible hybrid approach. Contact centers now face an estimated three times more interactions without an increase in employee headcount. Selfservice technologies are handling many of these interactions, with more complex inquiries going to human agents. But these digital technologies aren’t to b