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For a contact center planning for potential disaster, you need to first determine what you already have in place from a plan perspective. If you are starting from ground zero where you don’t have a plan, then I think it is of value to take a look at industry trends, data that is out there and other similar organizations that have been there and you can pull from that knowledge base so you are not starting from ground zero. Even if you have a plan that you think is 100% complete it is going to change the day you complete it because your work environment is going to change. Take a look at the maintenance program that you’ve put in place so that you can go back and re-visit the different components of your plan. Make sure that you have thought about all of your steps, and tested all of your steps. Often times plans are put in place, or there is a skeleton of a plan and they don’t know how to take it to the next level and test each of the components. You need to not only test once but it is an ongoing process to be able to maintain it and test it. - Anna Frazzetto of Agility Recovery Solutions
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