When we published our outlook for 2021, we optimistically called it “The ABCs of Post Pandemic Contact Center”. After 2020, and with vaccines being introduced, we looked forward to a return to some normality. But if there’s one thing 2021 has taught us all, it is that normal doesn’t look quite the same as we remember it. So in what kind of a world are we living in 2022 and beyond? And how can we make the changes necessary to thrive in the “new normal”?