RELIABILITY
ILLUSTRATION PROVIDED BY ADOBE STOCK
THE
NEW TRIFECTA OF CONTACT CENTER RELIABILITY AGENT EXPERIENCE , PROACTIVE SECURITY , AND NETWORK REDUNDANCY ARE KEY .
BY ANKUSH GANGWANI , BANDWIDTH
All the fanciest contact center technologies are useless if your phones go down or your system gets hacked . Reliability is the cornerstone of every contact center director .
But it ’ s not as simple as having redundant on-premise equipment anymore . It ’ s time for enterprises to embrace the new “ triple-layered call center hierarchy of reliability ,” which addresses your core technology , your security systems , and a dependable workforce .
38 CONTACT CENTER PIPELINE
THE TRIFECTA ELEMENTS
The first and foundational element in this triad of success is having a resilient network , i . e ., Network Redundancy . There ’ s nothing scarier than a silent contact center . If your phones go down , you might as well hand in your resignation .
Extreme weather events are only becoming more common , and customer expectations for 24 / 7 / 365 service are only going higher . Make sure you have a backup plan ( or five ) to make sure your calls have alternate routing options when your PSTN hits a snag .
The second key element is fortified security , namely Proactive Security . According to Pindrop ’ s research , fraud calls increased by 40 % in 2022 alone .
THE NEW HIERARCHY OF CONTACT CENTER RELIABILITY
SOURCE : BANDWIDTH