Contact Center Pipeline September 2022 September 2022 - Page 12

BUSINESS CONTINUITY / DISASTER RECOVERY

ILLUSTRATION PROVIDED BY NAKIGITSUNE-SAMA ADOBE STOCK

IS YOUR CENTER REALLY RESILIENT ? SELF-ASSESS AND TAKE THE NEXT STEP IN RESILIENCY READINESS .

BY LORI BOCKLUND , STRATEGIC CONTACT , INC .

Formal Business Continuity and Disaster Recovery ( BC / DR ) planning has always been a very important aspect of contact centers ’ success . In the May 2020 issue of this esteemed publication , I showed how Covid and the move to work-from-home ( WFH ) provided a clear rationale for making preparedness mission-critical . Resiliency was the theme of the day , and still is , more than two years later .

You may have some well-earned pride in all you have done in your center since Covid hit . Kudos for managing the workfrom-home transition and keeping onsite staff safe . You deserve badges for handling unpredictable volume swings and fluctuating handle times . You may still be earning your stripes dealing with high turnover and hiring challenges . Maybe you transitioned to a cloudbased solution or boosted self-service through chat bots or voice bots . Way to go ! All these things build resiliency cred .
12 CONTACT CENTER PIPELINE
Yet , I still have this lingering feeling that centers invoke a tactical , reactive practice than one steeped in strategic , proactive thinking . So , this article starts with a three-step call to action :
1 . Take the little self-assessment I outline . If you answer yes to each question , go read something else ! Assuming you don ’ t come out of that thinking , “ We ’ re good !”…
2 . Identify what you need to do to close the gaps in your plans , and …
3 . Go fill those gaps !
I STILL HAVE THIS LINGERING FEELING THAT CENTERS INVOKE A TACTICAL , REACTIVE PRACTICE THAN ONE STEEPED IN STRATEGIC , PROACTIVE THINKING .
SO , YOU WANT SOME “ HOW TO ?”
I thought you might meet me here ! If you got to this point , that means you have some opportunities to boost your resiliency preparedness . There is no better time than today to get started !
My first contribution to helping you with your planning is my May 2020 article , which you can find here . 1 That article outlines all kinds of things to consider for building a resiliency plan . It even includes a link to an outline to get you started !
I also want to provide some top considerations because BC / DR is not what it used to be , and you can ’ t look at it like you always did . Many centers are using cloud solutions , whether as a fundamental shift in sourcing strategy or for select applications . Cloud solutions change the roles and responsibilities for technology and processes . It is very important to rethink plans based on the advantages cloud offers for resiliency ,
1
See May 2020 Contact Center Pipeline article , “ A NEW ERA CALLS FOR A NEW LEVEL OF RESILIENCY ” https :// www . contactcenterpipeline . com / Article / a-new-era-calls-for-a-new-level-of-resiliency