Top 5 Posts in August
Robert kicks off our top 5, showing us how contact center intelligence (CCI) can make our centers smarter.
Over to April, who begins her...
Evolving Threats, Evolving Responses
One of the constants of the human experience is coping with disasters. And as their nature changes (which is also a constant), so must...
Which Road to Take in Site Selection?
Contact centers help guide customers on their journeys, including the twists, turns, and obstacles they face. At the same time, centers are on their...
Top 5 Posts in August
Throughout August, our blog readers have been interested in a variety of topics important to our centers. At the top of our most-read posts...
Ready for the Next Disaster?
April marks the first full month of spring. It is also the start of the hurricane and wildfire seasons: as Florida and southern California...
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,...
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...
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...
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...
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...
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...
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...
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...
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...
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...
