In 2020, business continuity transformed from a fringe idea into the customer contact world's biggest talking point. There was just one problem: when talking about business continuity, far too many customer contact leaders were missing the point. They were solely looking at business continuity in terms of what we "could have done" to mitigate the specific impact of COVID-19. In reality, business continuity is about selecting agile technology, implementing flexible processes, empowering versatile employees, and deploying scalable resources to not only weather any potential storm but consistently thrive. This online event will help us re-establish business continuity as a forward-looking strategy. One that yields more capable employees, more satisfied customers, and more attractive bottom lines in periods of both stagnation and rapid change.
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