BUSINESS CONTINUITY
ILLUSTRATION PROVIDED BY ADOBE IMAGES
READY FOR THE NEXT DISASTER?
STEPS CONTACT CENTERS CAN TAKE.
April marks the first full month of spring. It is also the start of the hurricane and wildfire seasons: as Florida and southern California respectively slowly recover from theirs. And tornadoes can now happen most anywhere and at anytime.
This April is also the fifth anniversary of the first full month of the COVID-19 pandemic, with experts looking for signs of the next potentially deadly outbreak. Already there has been the return of measles in parts of the U. S. and Canada.
At the same time, other disasters of all types and sizes, can and do happen. Sometimes with little or no notice.
Contact centers are at the hub of business continuity and disaster recovery( BCDR) efforts. They must maintain timely customer service / support, especially to those customers who have been impacted both directly and indirectly by these“ events.” And at the same time protect their employees and operations – in that order – from harm.
What matters, then, is how you plan for, mitigate, respond, and recover from disasters. Your life, that of your loved ones, and others’ lives and loved ones, depend on your decisions. Not to mention your livelihood: and theirs.
18 CONTACT CENTER PIPELINE
But are contact centers( like yours) well-prepared for the next disaster? And if not, what steps should they take now before it happens?
We posed these questions to three of our Advisory Board members and here are their answers.
CONTACT CENTERS ARE AT THE HUB OF BUSINESS CONTINUITY AND DISASTER RECOVERY( BCDR) EFFORTS.