BUSINESS CONTINUITY
BY BRENDAN READ, CONTACT CENTER PIPELINE; Q & A WITH LOU CORBEIL, NiCE
ILLUSTRATION PROVIDED BY ADOBE IMAGES
EVOLVING THREATS, EVOLVING RESPONSES HOW CONTACT CENTERS CAN BEST RESPOND TO THE NEXT DISASTER.
One of the constants of the human experience is coping with disasters. And as their nature changes( which is also a constant), so must our responses to them.
Contact centers sit at the nexus of business continuity and disaster response( BCDR). They must simultaneously inform customers what is happening and provide the latest recommendations for actions when an event threatens and strikes: while safeguarding their staff and operations.
To find out and understand more about the evolving disaster dangers- and to learn how contact centers can best plan and respond to them- we had a virtual conversation with Lou Corbeil, General Manager, Platform Operations, NiCE.
42 CONTACT CENTER PIPELINE
LOU CORBEIL
WHAT ARE, AND PLEASE RANK, THE TOP FIVE DISASTER THREATS FACING CONTACT CEN- TERS? HAVE THESE CHANGED OVER THE PAST 12 MONTHS? DO YOU EXPECT THEM TO CHANGE OVER THE NEXT 12 MONTHS?
A: The biggest risks to contact centers have continued to evolve. Today, the top five threats can be ranked as follows: