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The year 2021 was one of adjustment. New challenges emerged and contact centres learned many lessons. Dave Hoekstra at Calabrio reflects on these before offering a glimpse into 2022, helping contact centres to plan ahead.

Hybrid working, The Great Resignation and Digital transformation are buzz terms that swarmed the contact centre industry in 2021. Yet, perhaps the word “buzz” does them a disservice. Each represents a significant trend that goes beyond the day-to-day operations of many organisations.

One thing is true - such a profound period of change has proven difficult to manage. Already facing conventional problems, including budget limitations, broken processes and IT restrictions, contact centre leaders experienced many difficult periods. Some operations entered crisis mode. Constant firefighting meant that knee-jerk decisions were commonplace and finding breathing space was challenging.

However, 2022 does not have to follow this...

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