Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Is Your Contact Center Ready for Novel Coronavirus-like Scenarios? - Strategic Contact - Blog

Is Your Contact Center Ready for Novel Coronavirus-like Scenarios?

Business continuity and disaster recovery (BC/DR) – a.k.a., contingency planning, business continuity management, and business recovery planning – can weigh on CC leaders’ minds. All too often, developing plans and putting resources in place doesn’t make it to the top of the “to do” list or score a “win” in the battle of the budget. It’s like an insurance policy people don’t get around to buying and then really wish they had when a big bad event occurs.

I’ve been waving the warning flags on this issue for years. With today’s headlines regarding the novel coronavirus, I can’t help but wave my arms all the more furiously. Global pandemics do not simply affect people and disrupt commerce “over there.” The ripple effect shows up on our doorsteps, and we need to be ready for them.

The goals of any BC/DR plan should include:

Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!


Content continues ….

  • Minimizing the chance of disruption caused by unexpected events
  • Continuing operations when such events occur
  • Recovering operations after catastrophic events

The plan must take into account people, technology, facilities, and processes. Most IT Departments have already put themselves through the paces of considering the “what if” scenarios that address network outages, system failures, power outages, etc. (although it wouldn’t hurt to have a chat with them to make sure you’re covered!) If you’ve been migrating to cloud solutions, you may have some “built-in” resiliency and location agility, courtesy of your vendor. But the contact center needs to have its own plans to address other circumstances – e.g., problems with the building, natural disasters or storms, security-related lockdowns, or, heaven forbid, a significant percentage of staff infected with a highly contagious disease or afraid to come to work for fear of exposure.

A good BC/DR plan has these characteristics:

  • Fully describes the goals, team, roles, and processes for various scenarios
  • Includes details such as contact information, checklists, communications plans
  • Covers not just what to do when events occur, but what to do to move back to normal operations
  • Includes processes for testing and updating/maintaining the plan

There has never been a better time to develop (or update) plans, or get senior management’s support for doing so. Let’s put some urgency behind this task!

If you’re not sure how to get started or don’t have enough resources, we can help! Start by downloading our BC/DR planning document and gathering your management team to review it. This planning guide covers:

  • Principles and Best Practices
  • Options to Enhance Continuity and Recovery
  • Objectives of a BC/DR plan
  • Keys to Success
  • Sample BC/DR Plan Table of Contents

Then get to work on your BC/DR vision and securing the executive sponsorship to help you bring it to fruition. You’ll also want to identify the core team – within the CC, the company, and vendors – that will do the legwork for the plan, make the key decisions, and proceed with implementation. Perhaps most importantly, commit to getting it done despite the myriad of other priorities that scream for your attention. A solid plan will help you avoid a truly catastrophic result when what used to seem unimaginable occurs.


Publish Date: February 26, 2020 5:00 AM

2021 Buyers Guide Translation Services

OpsTel Services

Platform Data Transformation
OpsTel is proud to provide our clients with a software automation service that is used to aid in the transition from one platform to another utilizing both speed and accuracy. Whether it is going from premises to premises, premises to cloud, premises to private cloud or even a hybrid deployment; OpsTel has the ability to help cut your transition time so you can focus your efforts on remaining architecture priorities.

We’ve observed conversions as high as 85% - in as little time as 30-minutes - with remaining client specific complex integrations being done by employees or professional services of your choice leveraging our Platform Data Transformation™ solution.

Features include:

(read more)

Tru29 Outsource Solutions Inc.

Back Office Solutions
Although the customer-facing type of tasks is essential to good customer experience, tasks being done in the background is as important.

Tru29 has been providing this type of outsourcing solutions to various businesses across the globe so you can be assured of a reliable and experienced workforce.

View more from Strategic Contact

Recent Blog Posts:
Surveys Highlight CC OpportunitiesNovember 12, 2020 5:00 AM
Is Your Contact Center Ready for Novel Coronavirus-like Scenarios?February 26, 2020 5:00 AM
Does Your Technology Help (or Hinder) Agent Engagement?February 5, 2020 5:00 AM
Make 2020 the Year of the AgentDecember 3, 2019 5:00 AM
Get Excited About Self-ServiceAugust 14, 2019 5:00 AM
Affordable Technology Comes to the Rescue for Small Contact CentersJune 14, 2016 5:00 AM
Take a Fresh Look at ID&VMay 6, 2016 5:00 AM
One Number, NOT One QuestionMay 2, 2016 5:00 AM
Some Nice Niche TechnologiesApril 12, 2016 5:00 AM
Healthcare Turns to Contact Center Consultants to Improve Patient AccessApril 5, 2016 5:00 AM

About us - in 60 seconds!

Submit Event

Upcoming Events

Everything You Want To Know About The Most Prestigious Awards In The Industry! Read More...

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =