2021 State of the Contact Centre in Canada Insights

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 in the height of the COVID-19 pandemic and included responses from over 14 industries with varying impacts. 

Join leaders from Medallia, Microsoft, EY and CSPN as they dive into the insights from the study as it relates to operational strategy, talent and training considerations, as well as the impact growing technologies are having on the function. 


Rachel Lane, Solution Principal, Contact Centre, Medallia

Cassaundra Laundry, Dynamics Customer Engagement Lead, Microsoft

Mike Smith, Associate Partner, EY 

David Singh, Partner, Customer Service Professionals Network

Related Content: Explore the survey findings in their entirety. Download the PDF report here.

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