Disaster Readiness and the Contact Center

Share  
1  |  2  |  3  |  4  |  5  |  6  |  7  |  8  |  9  |  10  |  11
Previous Next

Click through for a list of what you should look for in a contact center outsourcing provider, as identified by Telus International.

Topics : Cox Communications, Business Development, Contact Center Solutions, CRM Solutions, Database Acceleration

For many businesses, contact centers are the lifeline to connecting with customers, and as a result, contact centers are becoming mission critical to managing corporate brand and reputation. But what if something goes wrong? Companies need to be prepared for a wide variety of events — from natural disasters to infrastructure failure to personnel-initiated disasters — that could impact customer service.

Many businesses are beginning to partner with specialized contact centers to help them provide mission-critical customer service. In addition to the normal day-to-day workflow, outsourcing can help a business survive a natural disaster or business disruption as part of its business continuity planning.

From an IT management perspective, these services can prove essential when a disaster strikes. According to Gartner, IDC and Forrester, IT organizations stand to lose between $84,000 and $108,000 for every hour of IT systems downtime. Outsourced contact centers, therefore, become a lifeline to connecting customers to the organization in a seamless manner.

It is essential, however, to work with a provider that has robust, always evolving disaster recovery/business continuity plans in place that are tested on a regular basis. Telus International has compiled a list of what you should look for when considering a contact center outsourcing provider.

 

More Slideshows

Holiday5-190x128 Five Tech Tips to Improve SMB Holiday Sales

Technology has evolved to such an extent that SMBs actually have some distinct advantages over big-box e-tailers. ...  More >>

Misc1-190x128 The State of Enterprise Crowdsourcing

Not all Big Data projects can be accomplished with technology alone – many require a human touch. Data-driven enterprises are turning to the crowd to make sense of Big Data. ...  More >>

How to Choose the Right Recurring Revenue Model

The question is not if you’ll adopt such a model, but how to determine the right recurring revenue model for your organization. ...  More >>

Subscribe to our Newsletters

Sign up now and get the best business technology insights direct to your inbox.