The start of a new decade always brings anticipation and speculation about the events, trends and innovations that will define the next 10 years. This one had some surprises in store. The events of 2020 profoundly changed the way we live, the way we work and the way we do business.

Contact centres and customer support teams often were on the front lines, rising to the occasion despite the pressures of sudden remote work requirements, rapid technology changes and sensitive customer scenarios.

This buying guide explores how these trends are defining the essential capabilities that drive a modern contact centre in 2021 and beyond.