Contingency Planning

A New Era Calls for a New Level of Resiliency

Planning for unlikely events has been shoved down the priority list for years, and we must be cautious against that same complacency creeping in again.

Operations Contingency Planning COVID-19 Customer Retention Coronavirus


On-Trend: At-Home Agents

There’s a 10-year track record of work-at-home results in the contact center environment. It’s become hard to ignore, even for those executives who personally don’t prefer or...

Operations Contingency Planning Virtual Contact Centers COVID-19 Remote Work


Be Proactive in Protecting Customer Data

The most significant security risk to a company’s data or systems comes from within—human error.

Operations Contingency Planning Technology Data Security


Absenteeism Is a Pain

Good policies should be fair and consistent but should be designed with humans, not robots, in mind.

Operations Contingency Planning People Turnover


Keeping Call Center Agents from Causing Legal Liabilities and Undermining Relationships

Even the most careful, professional and fastidious agent is prone to human frailties.

Operations Contingency Planning People


A 360-Degree Approach to Contact Center Security

It’s crucial to empower CSRs to play an active part in maintaining contact center security. After all, they witness more of what takes place on the call center floor than supervisors.

Operations Contingency Planning COVID-19 Remote Work


Winter Weather: Planning for Safety and Success

In my experience, this is a time when those who are at work really benefit from the feeling of camaraderie and teamwork.

Operations Contingency Planning Operations management


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