As we all know, the pandemic has left many businesses in a vulnerable state with limited budget and resources to manage ever-expanding customer channels.

A year after the onset of the COVID-19 pandemic, only 50% of organisations report they are well prepared to support customer engagement priorities moving forward, while more than four in five (82%) say the challenges of managing customer engagement will only increase in 2021.

These stats and other key findings from our survey of more than 2,000 global business leaders, conducted in November and December 2020, point to a widening Engagement Capacity Gap driven by workforce dynamics, ever-expanding customer engagement channels and exponentially more consumer interactions—all of which must be managed with limited budget and resources.

Read more from Verint’s David Singer in Contact Centre Pipeline.