{"id":1515,"date":"2020-08-26T00:00:30","date_gmt":"2020-08-26T00:00:30","guid":{"rendered":"https:\/\/contentguru.builtbytoast.uk\/?post_type=resource&#038;p=1515"},"modified":"2026-02-19T11:49:36","modified_gmt":"2026-02-19T11:49:36","slug":"the-business-continuity-imperative","status":"publish","type":"resource","link":"https:\/\/www.contentguru.com\/en-us\/resources\/whitepapers\/the-business-continuity-imperative\/","title":{"rendered":"The Business Continuity Imperative: The Agent and Customer Experience in Contact Centers for 2020 and Beyond"},"content":{"rendered":"\n\n    <section class=\"block-resource-hero toast-block no-margin no-padding\"> \n\n        \n\n\n    <div class=\"resource-hero\">\n        <div class=\"container\">\n                                                <div class=\"resource-type\">Whitepapers<\/div>\n                                <h1>The Business Continuity Imperative: The Agent and Customer Experience in Contact Centers for 2020 and Beyond<\/h1>\n                <div class=\"publish-date\">Published: August 26th 2020<\/div>\n                    <\/div>\n    <\/div>\n\n    \n    <\/section>\n\n\n\n\n\n    <section class=\"block-columns toast-block no-margin padding-both\"> \n\n        \n\n\n<div class=\"columns-area\">\n    <div class=\"container\">\n                                <div class=\"main-column-grid grid\" style=\"grid-template-columns:repeat(2, 1fr)\">\n                                    <div class=\"col \">\n                        <h2 data-pm-slice=\"1 1 []\">Download the full resource<\/h2>\n<p data-pm-slice=\"1 1 []\">&#8220;Contact centers play a substantial role in an organization\u2019s 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\u2019s 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\u2019s of the essence that agents get the attention they deserve.<\/p>\n<p>&#8220;In challenging times, a \u201ccustomer-first\u201d mentality tends to take hold \u2014 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\u2019s agility and ability to invest adequate time and resources into agents is essential for its sustainability and contact center effectiveness.&#8221;<\/p>\n<p>Fill out a few details and receive the full report as a PDF.<\/p>\n                    <\/div>\n                                    <div class=\"col \">\n                        <p> <\/p>\n<form id=\"mktoForm_1056\"><\/form>\n<p> <\/p>\n                    <\/div>\n                            <\/div>\n            <\/div>\n<\/div>\n\n    \n    <\/section>\n\n","protected":false},"excerpt":{"rendered":"<p>Read Ventana Research&#8217;s report on the business continuity imperative, and discover how agent experience contributes to great CX.<\/p>\n","protected":false},"featured_media":5205,"template":"","meta":{"_acf_changed":true,"inline_featured_image":false},"resource_industry":[],"resource_topic":[46],"resource_type":[4],"resource_folder":[70],"class_list":["post-1515","resource","type-resource","status-publish","has-post-thumbnail","hentry","resource_topic-lead-in-cx-and-ai","resource_type-whitepapers"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - 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