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Article : Brace Yourself - 2019 Hurricane Season Begins

#contactcenterworld, @WorkingSol

Author: April Wiita, Vice President, Program Success, Working Solutions

Are Your Customer Service Operations Ready?

Brace Yourselves. After a Hellacious Last Year, 2019 Hurricane Season Begins

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, Harvey and Michael—and dozens of other hurricanes, blizzards and floods.

And when the worst seems behind us, something just as onerous occurs, ravaging everything and everyone in its path, with ramifications felt long afterward. The "day after" turns into weeks, months and even years.

Widening Wakes: Lingering Aftermaths

Florida Today reported in June: "Forecasters slightly boost the projected number of storms this Atlantic hurricane season." And that prediction came during the first week of the 2019 season. Who knows what actually will happen?

Given the reach of recent hurricanes, however: Are your contact center disaster preparedness and precautions wide and deep? Are they mapped out for different eventualities—beforehand?

Because, as evidenced by storms of the past couple of years, the destructive wakes are widening and the post-trauma lingering.

According to CNN, we can expect four hurricane-size storms this year, "Brace yourselves for up to four major storms in the Atlantic."

Fluid and Flexible: Backup to the Backup

For contact centers, which were ravaged by 2017 and 2018 hurricanes, it’s not just a matter of having fortified, redundant 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—from the inside out, and well 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 spanned 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 ferocity forced the client’s second call in Melbourne to be evacuated, as Gov. Rick Scott warned at the time: "This storm will kill you." Again, remote agents outside the storm’s swath picked up work as the client’s 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 on-demand resources at the ready.

Questions to Ask: No Silver Bullets

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

Bottom-line 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, possible new tempests await—with the names of Barry, Chantal and Gabrielle —to blow through with something wicked. (The first on that list, Andrea, a subtropical storm, occurred in May, before the official 2019 season began.)

Good news: There’s still time to get ready. Best to be wary and wise. After all, no business wants to be an afterthought in the aftermath. Wouldn’t you agree?

#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.
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Today's Tip of the Day - Channel Selection

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

Published: Tuesday, July 16, 2019

Printer Friendly Version Printer friendly version

2024 Buyers Guide Computer Telephony Integration

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

3.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

4.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

5.) 
PRILINK

Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.

Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.

Ec2Traffic provides:

- Year-round NTA metadata

- Daily CSV files upload to Customer business applications

- Capture packet to Wireshark for Deep Packet Inspection (DPI)

- detect traffic anomalies

- and more ....

6.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)

7.) 
The Primas Group

Primas CX
Primas CX is a CTI-based contact center enhancement suite that takes your contact center software to the next level.
It provides a set of tools that every contact center needs, over and above their vendor features.

*Advanced Call Back in Queue & SMS in Queue
*Agent Screen Pop
*Chatbot Automation
*Welcome Back Greeting
*Post Contact Survey
*Dropped Call Reconnect
*Digital Front Door & Many more

As a Vendor Agnostic ISV, we pride ourselves on delivering the best COTS & Custom solutions for any contact center in any industry.


 

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