Contact center managers are no strangers to reacting quickly to urgent client needs. In fact, more often than not, our services are retained following an issue or event that requires rapid response and consistent communication to a broad group of stakeholders. But, when lives and livelihoods are at stake, a reactive position is neither desirable nor effective.
“Businesses – large and small alike – would be well served to have emergency contact center response services proactively baked into their disaster recovery plans,” says Burke. “And those plans would benefit measurably from the contact center’s expertise, most notably its ability to ramp up operations quickly, facilitate voluminous inbound and outbound calls and emails, maintain strict security protocols, and provide near-real-time progress reports to company leadership.”