Talkdesk：2021年采用现代化的客户体验增强前线员工和代理人的能力报告（英文版）

Ovum conducted a dual survey among customer experience managers and customer-facing employees across seven countries around the world. The surveys examined the role of support teams and how it is changing, the biggest pain points and frustrations faced by customer support teams, the way they handle customer engagement, and their use of technology. The survey also drilled down into the current state of artificial intelligence (AI) strategy and deployments in the customer engagement environment