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

ContactCenterWorld.com

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

Twitter

Facebook

LinkedIn

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

LinkedIn

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

OK

Upcoming Events

TRAINING IN CONTACT CENTERS

How To Enter the 2020 Members' Choice Awards - For Vendors

HOW TO CELEBRATE INTERNATIONAL CONTACT CENTER WEEK

EMPLOYEE ENGAGEMENT

HOME AGENT TECH & ENVIRONMENTS

Article : After a Hellacious Last Year, 2018 Hurricane Season Rolls Out

#contactcenterworld, @WorkingSol

After a Hellacious Last Year, 2018 Hurricane Season Roils Out

Something Wicked this Way Comes. Is Your Contact Center Ready?

By April Wiita, Vice President of Program Success, Working Solutions

Aftermath is an ugly word, isn’t it? One that contact center leaders dread and sure don’t want to hear this hurricane season, running June 1 through November 30.

The mere mention invokes images of disrupted customer service, at best—or operational disaster, at worse. In a word, consequences, especially for the inexperienced or unprepared. Either way, the outcomes can be dire.

After more than 20 years in this industry, I’ve worked with clients and served their customers through the likes of Sandy, Matthew and Harvey—and dozens of other hurricanes, blizzards and floods.

And when the worst seems behind us, something just as onerous happens, ravaging everything and everyone in its path, with ramifications felt long afterward.

Widening Wakes: Lingering Aftermaths

A recent post by science writer Brian Kahn in EARTHER cues up the 2018 hurricane season—10 to 16 tropical storms, with "1-4 could become Category 3 or greater."

He reports that NOAA National Hurricane Center’s lead forecaster stresses dual vigilance—along the Atlantic and Gulf coasts and "inland where damage from winds and torrential rain can take a huge toll."

Take Hurricane Ike, a Category 4 storm in 2008, as an example. According to the center’s Storm Surge Unit, "…the surge moved inland nearly 30 miles in some locations in southeastern Texas and southwestern Louisiana."

A surge’s dispersion is called the "inundation depth." A map depicts its span and severity, coded in blue, yellow, orange and red. Colorful to look at, but brutal to experience.

Given this reach: Are your contact center disaster preparedness and precautions as wide and deep? Mapped out for different eventualities—beforehand?

Because, as evidenced by recent storms, the destructive wakes are widening and aftermaths lingering.

Occurring in rapid succession, 2017 hurricanes Harvey, Irma and Maria did more than $250 billion in damages, extracting a profound human and economic toll. Even now, almost a year later in places such as Houston and Puerto Rico, lives still try to recover and businesses rebuild.

Fluid and Flexible: Backup to the Backup

For contact centers, which were affected by all three hurricanes, it’s not just a matter of fortified operations. That has to be a given.

Rather, they should be fluid and flexible, too. Sure, swift and staffed to outmaneuver and outlast any storm. That requires mobility, scalability and sustainability—outside, and sometimes ahead, of harm’s way.

That’s nearly impossible to do with brick-and-mortar call centers stuck in a storm’s path. A case in point is Matthew, a Category 5 hurricane. Its fury far-reaching and devastation prolonged, Matthew went from the Caribbean to the Carolinas, from September 28 to October 10, 2016.

As it hit Jamaica, a client’s brick-and-mortar call center there was evacuated, with customer service shifting to remote contact center agents in California, Texas and Wyoming.

Unrelenting, Matthew roared north, up the East Coast along Florida. Its course forcing the client’s second call in Melbourne to be evacuated, as Gov. Rick Scott warned: "This storm will kill you." Again, on-demand agents outside the storm’s swath picked up work as Floridian call center agents fled to safety.

In this instance—and for other storms as well—the client had backup to the backup. Integrated physical and virtual contact center operations to ensure nonstop service, with plenty of resources at the ready.

Questions to Ask: No Silver Bullets

Such resiliency and responsiveness must be built into the business. That requires asking the right questions, with thought-out answers and well-rehearsed plans in place.

Questions such as:

  • Have your teams run through business continuity scenarios? When was the last drill?
  • Are you prepared to evacuate agents, shift work in a disaster? Have you timed it?
  • If so, do you have enough backup agents standing by and where? Is the plan in hand?
  • Are your business partners as secure as your own operations? Have you checked?
  • Short of Armageddon, are you prepared for back-to-back disasters? Said your prayers?

Not offering any silver bullets here. Just some thoughts, based on experience—good and bad.

And yes, running a contact center every day is challenging enough. Just think how overwhelming storms and other disasters will be if business continuity is left to chance. "Oh no" shouldn’t be an operational axiom.

This hurricane season, Subtropical Storm Alberto, Hurricane Beryl and Hurricane Chris already have occurred. Other tempests await—with the names of Florence, Helene and Leslie—to blow through.

There’s still time to get ready, though. Best to be wary and wise. Wouldn’t you agree?

So, prepare contact center operations now, knowing something wicked this way comes—with several months left until the season ends.

#contactcenterworld, @WorkingSol

 


About Working Solutions:
Company LogoWorking Solutions is a consultative business process outsourcer providing customer service, sales, support, and flexible business continuity. Tapping into a vast network of enthusiastic brand associates across the United States and Canada, our flexible business model enables us to provide customer service on several levels–from steady state for everyday business to ready state for unexpected events to future state for long-range projects.
Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Using Suppliers – Be Safe, Not Sorry!

Read today's tip or listen to it on podcast.

Published: Friday, August 3, 2018

Printer Friendly Version Printer friendly version

2020 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
PH: +91 9702626568

3.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
PH: (514) 731-6878
 
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...
 7
 10423 
Share

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