2021 State of the Contact Centre in Canada Survey

At the beginning of 2021, the Customer Service Professionals Network Inc. (“”CSPN””) canvassed over 400 organizations across Canada to understand the key trends influencing how contact centres are operating. The survey was conducted at the height of the COVID-19 pandemic and included responses from over 14 industries with varying impacts. The study examined core elements of the function including operational strategy, talent and training considerations, as well as the impact growing technologies are having on the function.

Download the report for findings from the study and insights from Medallia, Microsoft and CSPN.

Related Content: Leaders from Medallia, Microsoft, EY and CSPN dive into the results from the study in this insights webinar. Click here to watch the recording.