Verint CX Automation
Do We Need Disaster Planning?

Do We Need Disaster Planning?

Disasters can and will strike at any time, anywhere. Call centers must be prepared, first and foremost, to protect the lives of employees and, secondarily, to ensure information and service to customers who would...
Contact Center Forecast: Increased Cloudiness?

VENDOR ROUNDTABLE: Contact Center Forecast: Increased Cloudiness?

There has been a debate over the past decade whether the core contact center solutions e.g., routing, dialing, workforce optimization (WFO) should be subscribed to and accessed from the cloud. Or whether they are...
Safely Continuing Customer Contact

Safely Continuing Customer Contact

Customers require, and demand, excellent service, support, and sales assistance. But when disasters threaten and strike, they may not be able to receive them by contact centers in a timely manner, or not at...
Continuity Starts with the Carrier

Continuity Starts with the Carrier

When it comes to contact center business continuity and disaster recovery (BC/DR), and cloud migratory challenges, one voice has been notably absent from the conversation: the telecom carrier. IT leaders typically view carriers as merely...

Is Your Center Really Resilient?

Formal Business Continuity and Disaster Recovery (BC/DR) planning has always been a very important aspect of contact centers’ success. In the May 2020 issue of this esteemed publication, I showed how Covid and the...
CX Disaster Recovery Customer Experience Part 2

Apologies Are Great. But Actions Are Needed.

When the customer experience (CX) fails, both the product and the service, but critically the customer service (see my recent blog No Excuses for Poor Disaster CX), there are essential steps to take to...
CX Disaster Recovery Customer Experience

No Excuses for Poor Disaster CX

Disasters, like the recent holiday storms, are inevitable. How you plan, respond, but most critically inform and communicate with your employees and customers is what counts. This isn’t rocket science. And it is the foundation...
Disaster Planning tips for the Contact Center

Take Care of Your Staff During and After a Disaster

As mentioned in a previous post, developing a people-centric disaster plan should be a collaborative effort that takes place before a disaster strikes. During a disaster, the safety of your staff is the No....
Disaster Planning tips for the Contact Center

Consider the Human Factor in Disaster Planning

When a disaster strikes, senior leadership must act quickly and decisively to protect the business and keep it operating. For employees, though, concerns are more personal—are family members out of danger; are their homes...
Surviving a contact center PR nightmare

Surviving a PR Nightmare: Tactics for the Contact Center

Every contact center should have a comprehensive recovery plan for the “typical” disaster. Whether caused by fire, flood, earthquake or other similar event, being prepared for the loss of the use of a building...
Contact Center Pipeline Blog