Business Continuity and Disaster Recovery in Customer Service

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For larger companies, the contact center is a critical business system. These checklists, prepared by Roger Sumner, senior vice president of the Technology Office at Aspect Software, will help ensure that you ask the correct questions when planning for business continuity in this area. First  acknowledge that the term ‘disaster’ encompasses a lot of unpleasant possibilities. Get specific about the … 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

Personal Disaster Recovery Planning Tips

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When preparing the Business Continuity Plan for your organization, make sure you take the time to prepare your family’s Disaster Plan. Elements of this plan should include: Meeting Location – identifying a safe “meeting” place so all family members know where to go in the event your home is inaccessible or damaged. Go Bag – a “Go Bag” for each family Member that would include a … Read More