Confronting the Unpredictable in the World of Customer Contact: Strategies for Business Continuity and Disaster Recovery

When it comes to the contact center industry, recent events such as Hurricane Sandy and the Boston Marathon bombing have brought the topic of business continuity and disaster recovery back into the spotlight. Meanwhile, a host of factors such as a general reluctance on the part of corporations to adequately invest in disaster response, more demanding customers, and the rise of mobile and social media have made the achievement of effective business continuity more challenging. Such is the context for an emerging set of best practices and solutions that could help customer contact organizations devise and execute sound business continuity strategies.