The business continuity imperative: The agent and customer experience in contact centers for 2020 and beyond

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"Contact centers play a substantial role in an organization’s success. The customer journey is engaged here, at each moment of interaction. Agents, whether human or machine-driven, are intrinsic to the customer experience and the value of the contact center. Customers are essential to an organization’s overall business potential because they generate revenue. In a black-swan event, demand for customer service may spike or dip, so in these situations, it’s of the essence that agents get the attention they deserve.

"In challenging times, a “customer-first” mentality tends to take hold — this is natural, but in focusing on satisfying customers, business leaders too often forget that the agent experience is essential to effective customer engagement. Fulfilling this objective requires contact center technology designed for this purpose. An organization’s agility and ability to invest adequate time and resources into agents is essential for its sustainability and contact center effectiveness."

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