Talkdesk：2021年数字客户参与买家指南报告（英文版）

The start of a new decade always brings anticipation and speculation about what events, trends and innovations will define the next 10 years. This one had some surprises in store. The events of 2020 profoundly changed the way we live, work and do business. Customer support teams were often on the frontline, rising to the occasion despite the pressures of sudden remote work requirements, rapid technology changes and sensitive customer scenarios. This has changed business requirements and prior