In 2020, amidst a pandemic, contact centers experienced intense call volume volatility as they scrambled to keep communication channels open. This session will share key findings from the new Talkdesk 2021 Benchmarking Report, reviewing how contact centers were impacted and dealt with unprecedented times.

We discuss the key findings and lessons learned, including:

- The impact on key metrics like Abandonment rates, ATT, AHT, ASA and Service Level.

- How different industries and companies performed during 2020.

- Some measures to make contact centers more resilient.