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Maintaining Customer Support in a Crisis

For contact center businesses, unexpected changes such as unplanned downtime, massive call volume increases, facility closures or other issues can wreak havoc on a...
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...
When Dysfunction Strikes the Contact Center

When Dysfunction Strikes

When it happens, you know it. We’re not talking about the garden variety slump, or the occasional, inexplicably poor decision. Even the greatest organizations...
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...