Major changes in business operations and consumer behavior since the start of the COVID-19 pandemic have increased demand for advanced customer experience (CX) capabilities, with enterprises adopting new technologies at different rates depending on their maturity and needs, according to a new research report published today by Information Services Group, a leading global technology research and advisory firm. "Modern digital customer experience technology is becoming essential, especially as hiring and retaining skilled agents grows more challenging. Companies are seeking providers' help at all stages of this evolution." The 2022 ISG Provider Lens Contact Center -- Customer Experience Services Archetype report finds that contact center operations are being transformed by automation and analytics as companies adapt to remote, home-based and hybrid work models. More companies are embracing AI bots, speech analytics, sentiment analysis and other tools to improve both customer and employee experience.

D. degree, or a Bachelor's degree with three years of related job experience.

Skepticism about how productive employees could be if they worked from home also eroded. An April 2021 study from the Becker Friedman Institute at the University of Chicago examined companies' post-covid remote work plans and found a predicted productivity boost of 5% for the US economy. And a December 2020 survey by PwC found that 34% of employees said they were more productive than before the pandemic, while over half of executives said average employee productivity had improved. Now, an equally widespread disruption is underway in the form of hybrid work: while some organizations are insisting workers return to the office full-time, many are prepping for a new normal where employees spend some days in the office and some days working remotely, with a combination of virtual and in-person meetings and collaboration. A CNBC survey of executives in human resources, finance, and technology found that just under half of companies will use a hybrid work model in the second half of 2021.