SAFELY CONTINUING CUSTOMER CONTACT HOW CONTACT CENTERS CAN LOWER DISASTER RISKS IN THE NEW NORMAL .
BY BRENDAN READ , CONTACT CENTER PIPELINE
ILLUSTRATION PROVIDED BY INTARARIT ADOBE STOCK
JOHN H . BOYD , FOUNDER AND PRINCIPAL , THE BOYD COMPANY
Customers require , and demand , excellent service , support , and sales assistance . But when disasters threaten and strike , they may not be able to receive them by contact centers in a timely manner , or not at all . Hence the need for a sound business continuity strategy .
While work-from-home ( WFH ) has long been a key element of business continuity - one that also appears to have become permanent to varying degrees as a result of the COVID-19 pandemic - not a few companies prefer to have at least some of their agents work at brick-and-mortar facilities .
So what are the best ways for centers to minimize the risks and impacts from disasters in their site and facilities strategies ? To find out we turned to two leading site selection experts , John H . Boyd , Founder and Principal , The Boyd Company and King White , CEO , Site Selection Group .
KING WHITE , CEO , SITE SELECTION GROUP
ARE YOU SEEING CHANGES IN THE PRIORITY GIVEN TO AVOIDING / MINIMIZING DISASTER RISKS FOR CONTACT CENTER SITE SELECTION DECISIONS ?
JOHN H . BOYD ( JHB ):
Absolutely . Continuity of operations is a growing site selection consideration for all our contact center clients .
The COVID-19 pandemic , government-imposed lockdowns , unusual weather occurrences , supply chain bottlenecks , and the Great Resignation have all served to heighten the concern over disaster risks – both natural and man-made .
We are also seeing a growing concern about climate change in coastal areas – especially in high-growth South Florida where there have been several highly publicized infrastructure failures like coastal and street flooding and water main failures in recent years .
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