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 Smartphones that Work for Business New smartphones for today's business user.
Eight Steps to Leveraging Social Networks in Your Job Search Eight steps to focus your online job search.
How to Effectively Manage Project Risks Effectively manage project risks by adopting a process that systematically deals with the overall problem of uncertain events and conditions.
An effective content automation solution can ease the transition to a digital-first distribution strategy, helping companies preview and approve content across all platforms and media types. ... More >>
Predictive analytics uses past data to forecast outcomes and target the right prospects – a move that's redefining the use of data and insights in marketing. ... More >>
Five steps CIOs and CMOs can take to patch the IT/marketing disconnect and create a cohesive, efficient working environment. ... More >>