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

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

Contact Center Strategies for Sound Business Continuity and Disaster Recovery

RELEASE DATE
13-Jun-2013
REGION
North America
Research Code: 9857-00-32-00-00
SKU: IT00133-NA-MR_01127
$1,500.00
In stock
SKU
IT00133-NA-MR_01127
$1,500.00
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Description

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.

Table of Contents

Introduction

Executive Summary

Disaster Costs

Disaster-Impacting Trends

BC/DR Challenges Issues and Restraints

Disaster Response Strategies Recommendations and Summary

Representative Vendor Profiles

Related Research
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.
More Information
No Index Yes
Podcast No
Author Brendan Read
Industries Information Technology
WIP Number 9857-00-32-00-00
Is Prebook No