Acceptance of technology, customer confidence, and agent training are all clear themes in a new COVID-era report published by Uniphore.

Today, I discussed these results with Umesh Sachdev, CEO at Uniphore, and Annie Weckesser, CMO + People at Uniphore, to understand what these new CX insights mean for 2021 and how the landscape will be shifting in the future.

We talked about:

Benchmark report from Uniphore shows call centers are a lifeline for consumers seeking support for COVID vaccines, travel, online shopping and more into 2021

Hold times have increased 50% in the pandemic as contact centers are overwhelmed and under-resourced

Consumers are comfortable with automation technology to address surges, expedite answers and provide more personal support

Check out the survey results for an in-depth look at what we discussed today and more.

For the entire interview, you can listen to Conversations That Matter on Apple Podcasts, Spotify, and more!