Disaster – Proofing Your Call Center

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By Nicolas D’Alleva Disasters that may potentially disrupt your call center can manifest themselves in different ways. In today’s world of heightened customer expectations and real-time tweeting and blogging about service interruptions that could tarnish your image, disaster-proofing your call center operations must be an essential part of your business strategy. Broadly, disasters can be classified as 1) semi-predictable and … Read More

Keeping the Lines Open When Disaster Hits the Call Center

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By Jeff Davis Can you reroute your support lines? One of the first things companies must do when looking at disaster recovery options is to find a suitable place to set up alternate operations. The separate work site should be easy for employees to get to, and it should provide plenty of Internet bandwidth. Perhaps more important, though, you must … Read More