The 2021 Talkdesk global contact centre KPI benchmarking report measures and examines the impact felt by contact centres in metrics such as average talk time and service level, analysing the call data of a sample size of more than 2,200 Talkdesk customers in different locations and industries, from small and midsize businesses (SMBs) to multinational enterprise. This resulting report contains a first look at these metrics, providing a snapshot of the impact of the pandemic on contact centres.