FEATURE
BY BRENDAN READ, CONTACT CENTER PIPELINE; Q & A WITH ADVISORY BOARD
HOW 9 / 11 CHANGED CONTACT CENTERS THE ATTACKS INCREASED BUSINESS CONTINUITY, CONNECTIVITY, REMOTE WORK, AND SECURITY.
ILLUSTRATION PROVIDED BY ADOBE IMAGES
This month marks the 25th anniversary of the September 11, 2001 terrorist attacks on the U. S., which we have marked with this article to honor both those who died and the countless others who selflessly helped the victims and their loved ones.
Many of us remember what is now known simply as“ 9 / 11.” Most were watching the horrors unfold on their screens and finding out what was going on by phone. Some were handling the waves of calls from worried customers, family members, and employees, and managing the overloaded networks.
But some of us were in New York City and Washington, D. C., witnessing the attacks, evacuating to safety, trying to reach out to loved ones and colleagues, and finding our way home.
Accordingly, we have asked our Advisory Board to share both their recollections and, critically, what, if any, long-lasting effects they think 9 / 11 has had on contact centers and what we have learned since then. Both our publisher, Linda Harden( see BOX 1), and I( see BOX 2) have also shared our experiences and observations.
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